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Ein Prognose- und Simulationswerkzeug zur Unterstützung der kurzfristigen Personalbedarfsplanung in einem Call Center / A Forecasting and Simulation Tool for Personnel Requirement in a Call Center

Author

Listed:
  • Schuhr Roland

    (Schuhr, Wirtschaftswissenschaftliche Fakultät der Universität Leipzig, D-04109 Leipzig, Germany)

Abstract

Since call center services are labour-intensive, human resource planning is a critical management task in terms of service quality and operating costs. This paper introduces a planning software tool to support short-term human resource planning. It is designed to forecast the stream of inbound telephone calls and to simulate transaction processes in order to estimate the minimum number of call center agents, required to achieve service objectives at a future working day.

Suggested Citation

  • Schuhr Roland, 2004. "Ein Prognose- und Simulationswerkzeug zur Unterstützung der kurzfristigen Personalbedarfsplanung in einem Call Center / A Forecasting and Simulation Tool for Personnel Requirement in a Call Center," Journal of Economics and Statistics (Jahrbuecher fuer Nationaloekonomie und Statistik), De Gruyter, vol. 224(1-2), pages 166-184, February.
    • Handle: RePEc:jns:jbstat:v:224:y:2004:i:1-2:p:166-184
    DOI: 10.1515/jbnst-2004-1-213
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    References listed on IDEAS

    as
    1. Tych, Wlodek & Pedregal, Diego J. & Young, Peter C. & Davies, John, 2002. "An unobserved component model for multi-rate forecasting of telephone call demand: the design of a forecasting support system," International Journal of Forecasting, Elsevier, vol. 18(4), pages 673-695.
    2. Chung-Ming Kuan, 2006. "Artificial Neural Networks," IEAS Working Paper : academic research 06-A010, Institute of Economics, Academia Sinica, Taipei, Taiwan.
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