Simulation model of customer center
Simulační model zákaznického centra
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České vysoké učení technické v Praze
Czech Technical University in Prague
Czech Technical University in Prague
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The complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.
The complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.
The complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.
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A university thesis is a work protected by the Copyright Act of the Czech Republic. Extracts, copies and transcripts of the thesis are allowed for personal use only and at one`s own expense. The use of thesis should be in compliance with the Copyright Act.
Vysokoškolská závěrečná práce je dílo chráněné autorským zákonem. Je možné pořizovat z něj na své náklady a pro svoji osobní potřebu výpisy, opisy a rozmnoženiny. Jeho využití musí být v souladu s autorským zákonem v platném znění.
Vysokoškolská závěrečná práce je dílo chráněné autorským zákonem. Je možné pořizovat z něj na své náklady a pro svoji osobní potřebu výpisy, opisy a rozmnoženiny. Jeho využití musí být v souladu s autorským zákonem v platném znění.