Evaluation of Call Center System with Simulation Technique and Design of Experiments
سال انتشار: 1393
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 844
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شناسه ملی سند علمی:
JR_IJIE-25-1_007
تاریخ نمایه سازی: 6 شهریور 1393
چکیده مقاله:
In each organization, management pursues implementing systems for attaining his objectives until provides suitable environment for presenting services. Call centers are one of the service centers that have been investigated in recent years. The development of call center industry resulted in complicating these systems that has leaded to complicated management and design of these systems. The objective of this paper is the evaluation of call center systems. For this objective, first with the understanding most important problems in call center units, the simulation model of this system is designed and then validity of this model for adapting it with real system is analyzed. At the end, some solutions are presented for improving the performance of system by using design of experiments. The proposed scenarios are simulated and improved model is introduced.
کلیدواژه ها:
نویسندگان
Farid Safaee Nik
MS Student of Industrial Engineering, Yazd University, Yazd, Iran
Mohammad Saber Fallah Nezhad
Assistant Professor of Industrial Engineering, Yazd University, Yazd, Iran
Yahia Zare Mehrjerdi
Associate Professor of Industrial Engineering, Yazd University, Yazd, Iran