1. A Simulation Study of Workforce Management for a Two-Stage Multi-Skill Customer Service Center
- Author
-
Chia-Hung Wang and Peiqiao Su
- Subjects
Workforce management ,Arena simulation ,queueing system ,customer service center ,sensitivity analysis ,Production management. Operations management ,TS155-194 ,Management. Industrial management ,HD28-70 ,Business ,HF5001-6182 - Abstract
This paper considers the parameter optimization of a two-stage multi-skill customer service center, which provides e-commerce services to customers and bears the major operating cost in hiring service agents. Based on the customer flow in the two-stage mixed queueing system, a simulation model is developed to determine the system performance of interest. We present a sensitivity analysis to achieve better savings in the staffing cost and waiting time at a guaranteed service level. A series of simulation experiments are conducted via an Arena simulation platform to figure out the optimal system configurations. The contribution of our works is to provide a decision-making tool for workforce managers to evaluate the performance of the studied customer service centers.
- Published
- 2018