Performance assessment in an interactive call center workforce simulation

Jungmok Ma, Namhun Kim, Ling Rothrock

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

In this paper, a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed. We develop a team-in-the-loop simulation test bed, to analyze CAI-level performance of a service system using a temporal performance measure with time windows. The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis. The software framework is object-oriented and has been designed to be configurable. A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance.

Original languageEnglish (US)
Pages (from-to)227-238
Number of pages12
JournalSimulation Modelling Practice and Theory
Volume19
Issue number1
DOIs
StatePublished - Jan 1 2011

Fingerprint

Call Centres
Performance Assessment
Customers
Simulation
Time Windows
Granularity
Interaction
Testbed
Performance Measures
Object-oriented
Queue
Simulation Study
Scenarios
Software
Methodology
Framework

All Science Journal Classification (ASJC) codes

  • Software
  • Modeling and Simulation
  • Hardware and Architecture

Cite this

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Performance assessment in an interactive call center workforce simulation. / Ma, Jungmok; Kim, Namhun; Rothrock, Ling.

In: Simulation Modelling Practice and Theory, Vol. 19, No. 1, 01.01.2011, p. 227-238.

Research output: Contribution to journalArticle

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