시뮬레이션을 통한 콜센터의 성능 개선

Enhancing the Performance of Call Center using Simulation

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company s call center. The simulation study shows reduction in managing cost and better customer s satisfaction.

1. 서론

2. 전반적인 연구 동향

3. 시스템 개요 및 성능 척도

4. 시스템 분석 및 모델링

5. 결론

참고문헌

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