Resumo

AREVALO ROBERTO, Gabriel Yesid. A methodological proposal to increase competitiveness in contact centers and telephone companies´ solutions from the telecommunications sector through the development of the workforce management process. Rev. esc.adm.neg [online]. 2014, n.76, pp.92-127. ISSN 0120-8160.

This paper aims at providing a methodology which integrates the practicality of ordinary contact center operation and telephone solutions applying statistical and mathematical tools that optimize the use of resources, enhancing organizational competitiveness and customer service experience. This analysis shows a methodological proposal supported by a comprehensive literary review and based on statistical knowledge (uncertainty models) and mathematical knowledge (stochastic processes and optimization), two sciences which explain the behavior of specific phenomena based on uncertainty and optimization needs. Finally, a review of the results is carried out using the proposed methodology, and a comparison of results have been made applying 3 other methodologies.

Palavras-chave : Workforce; Forecasting; Sizing; Scheduling; Rostering; Temporal Series; Linear optimization.

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