Advances in Services Innovations by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor

By Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

The ebook files the cutting-edge in providers technological know-how. It combines contributions in carrier Engineering, carrier administration and repair advertising and is helping to strengthen a roadmap for destiny R & D actions in those fields. The publication is written for researchers in engineering and management.

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Advanced staffing queries The first plot of Fig. 13 displays the minimal staffing level that adheres to both goals. The EOS phenomenon is observed here as well: 10 agents are needed for 100 calls per hour but only 83 (rather than 10 ˜12 120 ) for 1200 calls per hour. ) The second plot displays the values of the two target performance measures. ) Remark. Since the number of agents must be an integer, we observe performance ‘zigzags’ in the right plot of Fig. 13. Fig. 13. 4CallCenters. Dynamics of staffing level and performance 9 Some open research topics Here we discuss some important extensions of the models and methods presented above.

Fig. 7. Asymptotic relations between service grade and delay probability Figure 7 illustrates the dependence between ȕ and P{W > 0}, for varying values of the ratio P / T . In addition, we plotted the curve for the Erlang-C queue, which is meaningful for positive ȕ only. Note that for large values of P / T (very patient customers) the Erlang-A curves get close to the Erlang-C curve. The Palm/Erlang-A Queue, with Applications to Call Centers 31 Remark. 1), the staffing level corresponds to the simple rule that does not take into account stochastic considerations: assign the number of agents equal to the offered load O / P .

1). It was plotted using yearly data of an Israeli bank call center [11], which is analyzed in a Service Engineering course that is taught at the Technion [34, 11]. (See also Brown et al. ) First, P{Ab} and E[W] were computed for the 4158 hour The Palm/Erlang-A Queue, with Applications to Call Centers 27 intervals that constitute the year 1999. The left plot of Fig. 6 presents the resulting ‘cloud’ of points, as they scatter on the plane. For the right plot, we are using an aggregation procedure that is designed to emphasize dominating patterns.

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