연세대학교 경영연구소

Kim, Seong Moon, 나정은,김수미.  최적화와 시뮬레이션을 이용한 콜센터의 인력 배치 연구  산업공학(IE Interfaces)  24  : 40~50

발표년도: 2011  |  분야: ODI

We develop a nonlinear integer programming model which minimizes the total cost with the optimalnumber of operators to hire and their optimal allocation to the tasks under the diverse constraints such asthe weekly, daily, and hourly maximum allowable abandonment rates for the time-varying inbound callvolume. We present a case study based on actual data at a call center, in order to prove the validity ofapplying the optimization method proposed. By the one-sample two-tailed t-test, we confirm that theexpected abandonment rates resulting from the optimization method are identical with the ones from thediscrete-event simulation within specified confidence intervals.

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  이전글 Kim, Jee Hong, 박우진,유혜영.  국제회계기준 도입 금융업 사례연구: 은행업과 손해보험업을 중심으로  회계저널

  다음글 Kim, Jee Hong, 백혜원,고재민.  발생액의 질과 재무분석가의 정보 환경이 이익예측 정확도에 미치는 영향  회계학연구