期刊名称：Faculty of Computer Science and Information Technology
出版年度：2008
卷号：0
期号：0
语种：English
出版社：Faculty of Computer Science and Information Technology
摘要：This thesis is the documentation of the automation process of staffing,scheduling and performance management in call centers in IM2 CustomerService environment with the goal of reducing human resources costs on doingcall center performance settings. Workforce and Performance Managementshave two main functions, namely workforce arrangements starting fromforecasting to scheduling, and performance management for the agent and theteam. As a solution for cost reduction, at this early stage, there is no licensing oradditional hardware required. The author just uses the available technology.
