콜센터 근무 직원 스케줄링 체계 설계

• 영문명: An Efficient Design of Call Center Staff Scheduling System
• 발행기관: 한국IT서비스학회
• 저자명: 오용희(Oh, Yonghui)
• 간행물 정보: 『한국IT서비스학회 학술대회 논문집』2012추계학술대회, 194~196쪽, 전체 3쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.11.30

영문 초록

The call center has been operated by the lots of manufacturer or service provider to cope with the customer satisfaction. It can help to solve the question of the customer about the product or the service and sometimes, to deal the complaint of the customer about that. Thus, the operation of the call center is one of the fundamental after sale services. In this study, we address about the efficient design of call center staff scheduling system to handle the customer calls adequately.

목차

Abstract

1. 서론

2. 문제상황

3. 효율적인 콜센터 운영 체계 설계안

4. 결론 및 향후 연구과제

[참고문헌]