Reengineering Call Center Operations Using Simulation
In today's customer-centric business environment, a company's ability to adapt customer needs and requirements often dictates its competitiveness and long-term profitability. Owing to the increasing importance of customer satisfaction and its link to company survival, this paper focuses on the typical call centre environment in which customer service inquiries should be answered in a courteous, fast and orderly fashion, while fully utilising the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call centre operations.
Min, H., & Yu, V. W. (2008). Reengineering Call Center Operations Using Simulation. International Journal of Service Technology and Management.
The definitive version is available at http://dx.doi.org/10.1504/IJSTM.2008.016812
Business and Information Technology
Keywords and Phrases
Call Centers; Customer Service; Reengineering; Simulation
Article - Journal
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