| 基于Poisson分布的呼叫中心人员配置分析 |
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| 引用本文： | 何建. 基于Poisson分布的呼叫中心人员配置分析[J]. 吉林工程技术师范学院学报, 2008, 24(5): 60-61 |
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| 作者姓名： | 何建 |
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| 作者单位： | 吉林工程技术师范学院,基础科学系,吉林,长春,130052 |
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| 摘 要： | 根据泊松分布的原理,构建了基于泊松分布的呼叫中心人员配置模型。并以携程网为例介绍模型的构建和求解过程。文中所应用的数学模型,为各服务性部门合理配置呼叫中心人员数量,保证呼叫中心接通率,并最大限度的节约成本,提供有益参考。
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| 关 键 词： | 呼叫中心 客户服务 泊松分布 |
Based on the Disstribution of Poisson Call Center Staffing Aralysis |
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| HE Jian. Based on the Disstribution of Poisson Call Center Staffing Aralysis[J]. Journal of Jilin Teachers Institute of Engineering and Technology(Natural Sciences Edition), 2008, 24(5): 60-61 |
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| Authors: | HE Jian |
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| Affiliation: | HE Jian (Department of Foundation Science, Jilin Teachers Institute of Engineering and Technology, Changchun ]ilin 130052, China) |
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| Abstract: | In auordance with the principles of Poisson distribution, construt the call center staffing model based on the poisson distribution. And as an example to ctrip, introduce the construction on the model and the solution process. The mathematical model in thispaper, the seroice sector for the rational allocation of the number of call center staff, ensure the through - rate of the call centre , and the cost maximize sawed,prouide a useeful reference. |
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| Keywords: | call centre customer service poisson disstribufion |
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