2002. Statistical analysis of a telephone call center: a queueing-science perspective. Department of Statis- tics, The Wharton School, University of Pennsylvania, Philadelphia, PA. To appear in J. Amer. Stat. Assoc..Brown, L., N. Gans, A. Mandelbaum, A. Sakov, H. Shen, S. Zeltyn, ...
A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking...
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SparkleComm call center system to provide all kinds of the analysis of the statistical data of the chart, including: according to the time of statistical total inbound/exhale, overall success rate, the current sat down on the number of online, some sat down for some time the amount of inbo...
Real-time dynamic monitoring to ensure the quality of agent services; multi-dimensional quality inspection and analysis, with comprehensive statistical analysis reports, allowing enterprises to evaluate the service quality and operating conditions of the call center. Comprehensive Call Center Functions × In...
Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This art... L Brown,N Gans,A Mandelbaum,... - 《Publications of ...
呼叫中心各项指标(kpi)(Call center metrics (KPI)) 文档格式: .doc 文档大小: 22.13K 文档页数: 20页 顶/踩数: 0/0 收藏人数: 1 评论次数: 0 文档热度: 文档分类: 生活休闲--社会民生 文档标签: 呼叫中心各项指标40kpi41Callcentermetrics40KPI41 ...
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Center operation and project development. Make continuous efforts on operations of the department, find problems, or provide prediction and early warning based on deep statistical analyses. Provide support on design and creation of reports of various types; Propose better solutions on each team’s ...