Research On Problems Of Human Resource Scheduling Of Contact Center

As the pioneer of logistics service informatization,contact center has been widely used inlogistics industry.Reasonable schedule in thecontactcenter not only canimprove the overall operating efficiency,control costs,but also can improve the image ofenterprise services.How to optimize the contact center management naturally becomesone of the most important problems in the logistics.Contact center need toprovide high-quality service,which means enough agents are needed to guarantee thatmost contacts get service in a short period oftime.On the other hand,the more human resource one contact center has,the higher the cost it takes.Becauselabor costusually accounts for the largest proportion of the total cost,and contact centers should schedule asfew agents as possible in order to reduce cost.Therefore,the study ofhow to utilize the labor force efficiently and how to get balance between the cost and the service level is ofgreat importancefor contact centers and logistics.After systematicallyanalyzingthe contact center system and its KPI,thedissertation focuses on two key points: manpower demand calculation method andthe operational efficiency analysis of contact center based on simulation.This dissertation brings new ideas to the literature,including:This paper helps to enrich thecontact center agent-shifts neededcalculating and optimization theory.In order to studytheoptimizationproblem of staffing in contact centers,this paper establish a single skill staffing model based on the set covering model presented by Dantzig,which is a linear programming model.An improved ant colony optimization is proposed to solve this model.The method improvedthe pheromones updating strategy so as to better the effect of basic ant colony algorithm.With the help of MATLABsoftware and quantitative contract analysis,the feasibility and effectiveness of the improved ant colony optimization is verified.Simulation results with an instanceshowthat the proposed method can obtain an effective result and operator matching degree can meet the actual operation demand.This intelligent method provides a new ideafor solving the staffing problemsin call centers.This paper helps to supplement the efficiency evaluation literature in contact center field.Contact center is a new type of call center and has a higher efficiency and more abundant contact channels.But it is relatively rare for the comparative study on the actual operation efficiency between call center and contact center.The operational efficiency of a basic class of V-shaped contact center model and a type of II-shaped call center model is proposed based on Arena simulation.By establishing and operating the simulation model and analyzing the simulation results,it is shown that under the equal condition contact centers(especially contact centerswhich consider channel priority)have better evaluation indicesin head count,service level,agent's utility and customer's abandonment rate than call centers.