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Author

Kim, Namhun
UNIST Computer-Integrated Manufacturing Lab (UCIM)
Research Interests
  • Additive Manufacturing (3D Printing), Manufacturing Systems, Agent-based Simulation

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Performance assessment in an interactive call center workforce simulation

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Title
Performance assessment in an interactive call center workforce simulation
Author
Ma, JungmokKim, NamhunRothrock, Ling
Keywords
Call centers; Customer-agent interactions; Human-involved system; Team-in-the-loop simulation; Time windows
Issue Date
201101
Publisher
ELSEVIER SCIENCE BV
Citation
SIMULATION MODELLING PRACTICE AND THEORY, v.19, no.1, pp.227 - 238
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.
URI
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DOI
http://dx.doi.org/10.1016/j.simpat.2010.06.008
ISSN
1569-190X
Appears in Collections:
DHE_Journal Papers

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