Resilience optimisation of contact centre during emergencies

Junxiang Li, Xiaran Gao and Xinping Shao

International Journal of Industrial and Systems Engineering, 2024, vol. 48, issue 3, 350-376

Abstract: Emergencies can easily block or paralyse the traditional contact centre system, and the routing strategy of the contact centre affects the ability of the system to deal with emergencies. In order to improve the handling capacity of the contact centre for emergencies and reduce economic losses, from the perspective of improving the resilience of the contact centre, a resilience index for quantitatively evaluating the resilience of the contact centre system during emergencies is proposed. In addition, a new multi-channel contact centre model with distributed agents and artificial intelligence channels is established with the goal maximising the resilience index. The numerical simulation analysis and comparison of this model are carried out by ProModel, a simulation software package. The results show that the new model can reduce the number of customers who give up, improve the system resilience and cut the cost.

Keywords: emergencies; contact centre; resilience; distributed agent; ProModel. (search for similar items in EconPapers)
Date: 2024
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