콜 센터에서의 인입호 분석과 시뮬레이션 모델 설계 및 구현

A Call Analysis and Design.Implementation of Simulation Model in the Call Center

With recent advances in technology and the changing nature of business, call center management has become a rapidly growing industry. However theoretical analysis about the call center system is very difficult, and the forecasting of call volume also. In the situation, it is significant that we study call-flow system, design system model and perform simulation. If these are possible, it is able to control the staff schedule and the resource management efficiently. This study introduces the process of applying the call center to simulation. So, it is feasible to break from the intuitive management by a minority manager and analyze it scientifically. The enterprise can reduce unnecessary expense, make an offer high quality to user in a keen competition