摘要
在联络中心的实际运营中,经常遭遇因某一事件而引起大量电话呼入的突发状况。面对激增的任务量,采用先到先服务简易排队规则的传统呼叫中心往往很难妥善处理。对此,在不改变座席数量的情况下增加了用来疏散任务量的回呼服务渠道与保证服务水平的特殊服务渠道,在考虑顾客放弃的基础上建立了多渠道的新型联络中心排队模型。运用FlexSim仿真软件对此模型进行仿真研究,分析对比仿真后的相关数据,发现新型联络中心模型的鲁棒性要远高于传统的呼叫中心。
In the actual operation of a contact center,it often encounters a large number of calls caused by an emergency.A traditional call center with a simple first-come-first-served queuing rule can hardly handle the rapid increase of calls properly.In this regard,without changing the number of seats,the call-back service channel for evacuating tasks and the special service channel for ensuring the service level are added.Considering customer abandonment,a new multi-channel queuing model for a contact center is built.This model is simulated by FlexSim software,and the results are comparatively analyzed.It is found that the robustness of the new contact center model is much higher than that of a traditional call center.
作者
李军祥
李立超
马琨
Li Junxiang;Li Lichao;Ma Kun(Business School,University of Shanghai for Science and Technology,Shanghai 200093,China)
出处
《系统仿真学报》
CAS
CSCD
北大核心
2022年第2期342-353,共12页
Journal of System Simulation
基金
国家自然科学基金(71572113,71871144)
国家自然科学基金匹配项目(1P16303003,2020KJFZ034,2019KJFZ048,2018KJFZ035)
上海理工大学大学生创新训练计划项目(XJ2020135,XJ2020144,XJ2020148,XJ2020177)。
