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김윤배(Yun Bae Kim),이창헌(ChangHun Lee),김재범(Jaebum Kim),이계신(KyeSin Lee),이병철(Byoungchul Lee) 한국시뮬레이션학회 2004 한국시뮬레이션학회 논문지 Vol.12 No.4
Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company s call center. The simulation study shows reduction in managing cost and better customer s satisfaction.