The results of these two works will also be submitted for publication (international conferences and journals of operations management/operations research). Analysis of call centers with delay prediction and announcement (impact of delay information on the customer behavior). Development of flexible call center architectures. We again aim at submitting a related paper to an international journal.įrom mid 2014 until the end of this project in September 2015, we want to work on two additional research questions: The objective of this work is to optimize the staffing under service level constraints in terms of direct waiting (for the inbound calls) and indirect waiting (for the customer that agents call back). This case treats call centers where a customer has the choice to wait for service, or to give up and gets called back later by an agent in case he estimate that his wait would be long. Optimization of a call center with a call back option. We aim at submitting a related paper to an international journal. Then, we adapt these routing policies to the non stationary case. We first assume that the arrival parameters are stationary, and derive the associated routing policies. Since the arrival parameters are in reality non stationary, a stationary regime does not exist, which makes the determination of the routing policies a hard task. The objective is to develop threshold routing policies that are adapted to the load variation over a working day. Here we consider classic call conversations without a break.
Adaptative optimization of the agent staffing dedicated to emails. From now until mid 2014, we will work on 2 research questions related again to real-time operations:
0 kommentar(er)
