Beyond calls: modeling the connection center
Article No.: 314, Pages 1 - 12
Abstract
Call centers have been the subject of many simulation studies and the challenges and successes of modelling these environments have been widely published. Call centers have however evolved significantly in the last decade or so, as new communication technologies have become available, customer expectations have increased, and the value of customer experience has been recognized and prioritized. While the single-channel call centers proved complex to analyze and worthy of the advanced analytical power of simulation, the modern multi-channel connection centers bring new levels of complexity to managerial decision making. This paper presents research into the modelling challenges posed by these evolving environments and illustrates how simulation is now more beneficial than ever to organizations aiming to understand and quantify the impact of change in their customer support business.
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- Beyond calls: modeling the connection center
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December 2017
4389 pages
ISBN:9781538634271
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Published: 03 December 2017
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