Abstract
A new principle of contact center organization is suggested on the basis of an analogy between contact centers and ten-step telephone stations; the advantage of the proportional schemes (all the agents have the same number of skills) over step schemes when there are only individualists (who handle calls of only one type) and generalists (who handle calls of any type) is shown. The benefit of proportional schemes is rigorously proved under high call volumes (by the loss probability asymptotic expansion method).
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Original Russian Text © M.A. Shneps-Shneppe, J. Sedols, 2010, published in Avtomatika i Vychislitel’naya Tekhnika, 2010, No. 1, pp. 32–44.
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Shneps-Shneppe, M.A., Sedols, J. Teletraffic problems in the contact center industry. Aut. Conrol Comp. Sci. 44, 22–30 (2010). https://doi.org/10.3103/S0146411610010037
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DOI: https://doi.org/10.3103/S0146411610010037