Value-Based Routing and Preference-Based Routing in Customer Contact Centers

Telephone call centers and their generalizations—customer contact centers—usually handle several types of customer service requests (calls). Since customer service representatives (agents) have different call-handling abilities and are typically cross-trained in multiple skills, contact centers exploit skill-based routing (SBR) to assign calls to appropriate agents, aiming to respond properly as well as promptly. Established agent-staffing and SBR algorithms ensure that agents have the required call-handling skills and that call routing is performed so that constraints are met for standard congestion measures, such as the percentage of calls of each type that abandon before starting service and the percentage of answered calls of each type that are delayed more than a specified number of seconds. We propose going beyond traditional congestion measures to focus on the expected value derived from having particular agents handle various calls. Expected value might represent expected revenue or the likelihood of first-call resolution. Value might also reflect agent call-handling preferences. We show how value-based routing (VBR) and preference-based routing (PBR) can be introduced in the context of an existing SBR framework, based on static-priority routing using a highly-structured priority matrix, so that constraints are still met for standard congestion measures. Since an existing SBR framework is used to implement VBR and PBR, it is not necessary to replace the automatic call distributor (ACD). We show how mathematical programming can be used, with established staffing requirements, to find a desirable priority matrix. We select the priority matrix to use during a specified time interval (e.g., 30-minute period) by maximizing the total expected value over that time interval, subject to staffing constraints.     

性别构成对两性离职影响的实证研究

随着传统刚性用工体制的消失以及企业间人才竞争的加剧 ,员工离职成为影响企业正常发展的巨大障碍。我们从组织的性别构成角度出发 ,利用在中国企业的实际调研数据进行偏相关分析 ,研究组织各层人员性别构成和领导性别对两性离职人数的影响关系 ,并与国外已有成果进行比较。这有助于企业更好的调整人员结构以达到提高绩效 ,降低流动率的目的。     

异质信念与公司融资工具选择——兼析中国市场股权融资偏好

本文选用沪深两市2006.1-2009.9发布融资公告的上市公司为研究对象,对投资者异质信念与公司融资工具选择的关系进行探讨。研究结果发现,当公司融资工具为股权或直接债券时,投资者异质信念越大,公司越倾向于股权融资。同时还发现,中国市场股权和直接债券融资公告发布前的投资者异质信念差异性显著高于美国市场,这可以由我国市场的投资者结构和卖空机制来解释。     

基于组织承诺调查分析的管理对策探讨——以广州市星级酒店员工为例

以广州星级酒店为研究背景,通过问卷调查等方法收集第一手数据,采用独立样本工检验、单因素方差分析和Pearson检验等统计方法,鉴定酒店员工个人属性变量在组织承诺和离职倾向上的差异性,分析酒店员工组织承诺与离职意向的关系,验证对酒店员工的组织承诺的理论构想的假设．提出酒店员工组织承诺管理对策。     

基于灰理论的成都市铁路旅客周转量预测

铁路旅客周转量是一个受多种因子制约的多层次的复杂关系量,将成都市2004—2008年铁路旅客周转量作为基础数据,运用灰理论所提出的灰系统模型预测法,建立GM(1,1)模型,预测2009—2011年的铁路旅客周转量。预测结果表明2009—2011年成都市铁路旅客周转量总体呈上升趋势。同时,GM(1,1)预测值经过检验,预测结果精度较高,说明预测方法的可靠性,预测结果对合理布局规划成都市铁路枢纽具有重要的现实意义。     

资金周转期的新算法

传统的计算资金周转速度的方法很粗糙、很不精确,计算资金周转速度的新算法既精确又简便,而且能够十分方便地以计算机程序自动实现。这种算法的提出为加速企业资金周转、加强财务管理提供了一种更有效的方法。     

全面薪酬满意度的分选效应研究

薪酬不仅具有激励效应,而且具有分选效应.基于316份有效样本的数据分析,发现全面薪酬满意度存在三个不同的员工子群体,即较不满意组、基本满意组和较满意组,且不同子群体的全面薪酬满意度对离职倾向的影响不同,从而基于个体差异视角揭示了全面薪酬满意度的分选效应.具体而言:在较不满意组,福利满意度、工作生活平衡满意度和绩效与认可满意度对离职倾向呈显著负向影响;在基本满意组,薪酬满意度、绩效与认可满意度和职业发展机会满意度对离职倾向呈显著负向影响;在较满意组,职业发展机会满意度对离职倾向呈显著负向影响.此外,工作价值观的个体差异可以部分解释全面薪酬满意度对离职倾向的不同影响.因此,在管理实践中,企业应针对不同的员工子群体定制差别化的全面薪酬体系,从而有助于企业形成稳定高效的员工队伍.     

Executive Turnover and the Legal Environment: The Case of California Hospitals, 1960–1995

Examinations of executive turnover have analyzed whether poor organizational performance predicts changing leadership. However, few have examined environmental factors affecting turnover. Applying event history analysis to a random sample of California hospitals, we find that poor performance prompts executive turnover and that the legal environment impacts turnover in three ways. First, the legal form of hospitals shapes evaluation and replacement of executives. Second, a shift in the legal definition of not-for-profit hospitals affects turnover. Finally, turnover increases when hospitals change from for-profit to not-for-profit and vice versa. These findings persist in the presence of numerous control variables.     

中国股市流动性溢价稳定性研究

根据股票市场流动性溢价理论,考虑不同政策和重大事件以及不同市场态势两种情况,采用换手率作为流动性指标,以1998年1月至2004年12月间沪深300指数为样本,利用平行数据模型对股票流动性溢价的稳定性进行实证检验。研究结果表明:对于各股数据,在上述两种情况下,换手率对预期收益都具有负向作用,说明中国股市流动性溢价现象一直存在,但稳定性较弱。     

公办幼儿园教师工作满意度与离职倾向的关系研究

采用《教师工作满意度量表》和《教师离职倾向量表》,对陕西省公办幼儿园教师进行调查,采用因子分析、相关分析和回 归分析等方法,建立了幼儿园教师工作满意度与离职倾向关系模型。调查发现：陕西省公办幼儿园教师工作满意度水平较高,但 对工资待遇普遍不满;虽然幼儿园男教师工作满意度低于女教师,但离职倾向反而低于女教师;非编教师工作满意度高于在编教 师,离职倾向也低于在编教师;幼儿园教师的工作满意度和自我评价在16-20年教龄时达到最低谷,进入个人职业生涯发展的瓶 颈期,之后又会随着工作性质的转变回升。