Towards Agent Oriented Approach for Call Management

Publisher:
Springer
Publication Type:
Conference Proceeding
Citation:
2011, pp. 345 - 356
Issue Date:
2011
Full metadata record
Files in This Item:
Filename Description Size
10.1007%2F978-1-4419-7355-9_29.pdfPublished version660.57 kB
Adobe PDF
There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i∗ models.
Please use this identifier to cite or link to this item: