期刊名称：Faculty of Computer Science and Information Technology
出版年度：2011
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 Customer Service environment with the goal of reducing human resources costs on doing call center performance settings. Workforce and Performance Managements have two main functions, namely workforce arrangements starting from forecasting to scheduling, and performance management for the agent and the team. As a solution for cost reduction, at this early stage, there is no licensing or additional hardware required. The author just uses the available technology.
Loading...
