Sensitivity Analysis of a Simulation Model for Managing Contact Centers with Impatient Customers

DOI

10.2991/amms-17.2017.69How to use a DOI?

Keywords

arena simulation; queueing system; contact center; balking; reneging

Abstract

Having worked as the primary contact points among customers and companies in the last decades, contact centers become a great investment for many organizations. This paper aims to study a queuing system with abandonments for managing the modern contact centers, where the impatient customers would probably abandon their calls if their patience expires before they reach a service agent. We develop an Arena simulation model to determine the system performance of interest. To figure out some useful managerial insights, we conduct a sensitivity analysis of the proposed system through a series of numerical experiments. The contribution of this study is to help managers achieve a better understanding of the optimal design and operation at the real-world contact centers.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Chia-Hung Wang
AU  - Bin Zhu
PY  - 2017/11
DA  - 2017/11
TI  - Sensitivity Analysis of a Simulation Model for Managing Contact Centers with Impatient Customers
BT  - Proceedings of the 2017 International Conference on Applied Mathematics, Modeling and Simulation (AMMS 2017)
PB  - Atlantis Press
SP  - 307
EP  - 311
SN  - 1951-6851
UR  - https://doi.org/10.2991/amms-17.2017.69
DO  - 10.2991/amms-17.2017.69
ID  - Wang2017/11
ER  -