Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan

The prevalence of job stress, distributions of major job stressors, and associations between perceived job stress levels and multiple physical discomforts are assessed via a cross-sectional study of 1023 male and female operators at telecommunication call centers in Taiwan. Cases of discomfort are identified via questionnaire surveys requiring respondents to self-reported symptoms of discomfort. Information is obtained on demographics, health status, perceived job stress levels, major job stressors and psychosocial job characteristics. Multivariate logistic regression models are developed to predict physical discomfort in nine body areas. ‘Eye strain’, ‘hoarse or painful throat’ and ‘musculoskeletal discomfort’ are the most pronounced and prevalent complaints after prolonged work time at call centers. Female operators had higher prevalence of physical discomfort than male operators for all body areas. ‘Encountering difficult customers’ ranked as the most important job stress factor among both male and female operators. Working in a call center for more than 4 years is strongly associated with discomfort in all body areas (odds ratio ranges from 1.65 to 2.15). Analysis of risk factors vs. physical discomfort reveals that operators who perceive higher job stress have significantly increased risk of several health complaints, including eye strain, tinnitus, hoarse or painful throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, frequent urination and musculoskeletal discomfort.     

基于CTI技术实现小型呼叫中心

CTI技术已成为建设第三代客户服务中心的核心技术。本文介绍了一种小型客服中心新的构建方案,并设计了相应的软硬件结构,并和其它模型相比较探讨其经济性和实用性。     

Bayesian inference in disputed authorship: A case study of cognitive errors and a new system for decision support

Bayesian inference provides a formal framework for assessing the odds of hypotheses in light of evidence. This makes Bayesian inference applicable to a wide range of diagnostic challenges in the field of chance discovery, including the problem of disputed authorship that arises in electronic commerce, counter-terrorism and other forensic applications. For example, when two documents are so similar that one is likely to be a hoax written from the other, the question is: Which document is most likely the source and which document is most likely the hoax? Here I review a Bayesian study of disputed authorship performed by a biblical scholar, and I show that the scholar makes critical errors with respect to several issues, namely: Causal Basis, Likelihood Judgment and Conditional Dependency. The scholar’s errors are important because they have a large effect on his conclusions and because similar errors often occur when people, both experts and novices, are faced with the challenges of Bayesian inference. As a practical solution, I introduce a graphical system designed to help prevent the observed errors. I discuss how this decision support system applies more generally to any problem of Bayesian inference, and how it differs from the graphical models of Bayesian Networks.     

基于呼叫中心的客户关系管理系统服务流程优化研究

针对钢铁企业物流公司客户关系管理现状,及其客户服务请求处理流程中的不足,提出了基于呼叫中心的钢铁企业最优化客服请求处理流程及其技术实现,给出了平台功能设计,探讨了平台实现的关键技术。该系统充分满足客户满意度以及服务请求处理的及时性,快速性,确切性,可操作性等方面要求。     

基于决策支持的客户关系管理研究

基于决策支持的客户关系管理(CRM)是当前研究的热点。文章在简要介绍决策支持相关技术的基础上,给出了客户关系管理的数据仓库雪花模型,并提出了基于数据仓库的客户关系管理系统功能框架和基于因特网的系统结构,以实现、提高CRM的决策支持能力,最后指出了应用方法。     

CRM应用方案分析及解决方法

网络经济的进步正在促进企业的不断发展,CRM将是企业进行转变的最好突破口。实施CRM要求企业更了解现存的和潜在的客户,要求企业能够及时准确地调整内部管理以适应变化,这就要求企业对CRM的应用方案作出准确的分析,并提出适合的解决方案。针对以上两点阐明观点,帮助企业调整内部管理,适应当前信息社会的发展。     

供电客户关系管理信息分析及决策支持系统的实现

讨论了电力行业供电客户管理信息分析及决策支持系统(CRMADSS)设计及实现中的若干问题,给出了CRMADSS的功能框架及基本结构。该系统已在网络环境下用Brio6．0,Microsoft SQL Server2000等软件予以实现,并投入了使用。     

一种新的Call Center系统排队引擎

提出了一种排队引擎的思想，对通过不同媒体接入的客户请求进行统一排队的Call Center系统结构，该结构能够有效地解决目前Call Center系统中的一些不足，为改善现有Call Center系统的性能和开发性能更优的系统提供了一种新的方法。     

Applications of maximum queue lengths to call center management

This paper deals with the distribution of the maximum queue length in two-dimensional Markov models. In this framework, two typical assumptions are: (1) the stationary regime, and (2) the system homogeneity (i.e., homogeneity of the underlying infinitesimal generator). In the absence of these assumptions, the computation of the stationary queue length distribution becomes extremely intricate or, even, intractable. The use of maximum queue lengths provides an alternative queueing measure overcoming these problems. We apply our results to some problems arising from call center management.     

A Bayesian approach to model dispersal for decision support

In agricultural and environmental sciences dispersal models are often used for risk assessment to predict the risk associated with a given configuration and also to test scenarios that are likely to minimise those risks. Like any biological process, dispersal is subject to biological, climatic and environmental variability and its prediction relies on models and parameter values which can only approximate the real processes. In this paper, we present a Bayesian method to model dispersal using spatial configuration and climatic data (distances between emitters and receptors; main wind direction) while accounting for uncertainty, with an application to the prediction of adventitious presence rate of genetically modified maize (GM) in a non-GM field. This method includes the design of candidate models, their calibration, selection and evaluation on an independent dataset. A group of models was identified that is sufficiently robust to be used for prediction purpose. The group of models allows to include local information and it reflects reliably enough the observed variability in the data so that probabilistic model predictions can be performed and used to quantify risk under different scenarios or derive optimal sampling schemes.     

A framework for balanced service and cross-selling by using queuing science

Contact centers are complex call centers to handle large volume of inbound, outbound or both types of calls depending on the business purpose. Call centers assume the role of the primary contact medium for many companies from a wide range of industries with their customers or clients. Despite of being seen traditionally as adding cost to the companies’ bottom lines, call centers are now viewed by many companies to turn a service request into an opportunity to sell additional products and services. This sales attempt is called cross-selling. The opportunity to generate profit from an existing customer-base is a key factor for a successful call center. This paper introduces a framework for balancing cross-selling and service activities in a call center setting from a queuing science point of view. The main goal of this study is to introduce a framework to maximize a call center’s performance without degrading the service quality. Our framework is based on the usage of real-time queue characteristics, customer profile information and server-skill set information from a cross-sell point of view.     

贝叶斯网络推理的研究与分析

贝叶斯网络是人工智能中不确定知识表示和推理的有力工具。介绍了贝叶斯网络的概念,给出一个实例,分析了贝叶斯网络推理的方法和过程。     

贝叶斯网络推理的研究与分析

贝叶斯网络是人工智能中不确定知识表示和推理的有力工具.介绍了贝叶斯网络的概念,给出一个实例,分析了贝叶斯网络推理的方法和过程.     

A dynamic decision support system to predict the value of customer for new product development

In recent years, firms have focused on how to enter markets and meet customer requirements by improving product attributes and processes to boost their market share and profits. Consequently, market-driven product design and development has become a popular topic in the literature. However, past research neither covers all of the major influencing factors that together drive customers to make purchase decisions, nor connects these various influencing factors to customer purchasing behavior. Past studies further fail to take the time value of money and customer value into consideration. This study proposes a decision support system to (a) predict customer purchasing behavior given certain product, customer, and marketing influencing factors, and (b) estimate the net customer lifetime value from customer purchasing behavior toward a specific product. This will not only enable decision-makers to compare alternatives and select competitive products to launch on the market, but will also improve the understanding of customer behavior toward particular products for the formulation of effective marketing strategies that increase customer loyalty and generate greater profits in the long term. Decision-makers can also make use of the system to build up confidence in new product development in terms of idea generation and product improvement. The application of the proposed system is illustrated and confirmed to be sensible and convincing through a case study.     

呼叫中心系统的设计与实现

介绍了已成功开发并推广应用的中国建设银行湖南省分行呼叫中心系统的设计原则、系统结构、功能设计和特点。     

基于SOA架构混合业务呼叫中心平台建设方案

提出了一种基于SOA架构搭建混合业务的IP呼叫中心平台的方案。该系统在分析了面向服务架构SOA模型的基础上,将SOA架构思想充分融合到IP呼叫中心的中间件系统和业务系统建设中。实现了松耦合、模块化的解决方案,以满足更加灵活的混合业务呼叫中心的需求。     

Application of probabilistic and fuzzy cognitive approaches in semantic web framework for medical decision support

This study aimed to focus on medical knowledge representation and reasoning using the probabilistic and fuzzy influence processes, implemented in the semantic web, for decision support tasks. Bayesian belief networks (BBNs) and fuzzy cognitive maps (FCMs), as dynamic influence graphs, were applied to handle the task of medical knowledge formalization for decision support. In order to perform reasoning on these knowledge models, a general purpose reasoning engine, EYE, with the necessary plug-ins was developed in the semantic web. The two formal approaches constitute the proposed decision support system (DSS) aiming to recognize the appropriate guidelines of a medical problem, and to propose easily understandable course of actions to guide the practitioners. The urinary tract infection (UTI) problem was selected as the proof-of-concept example to examine the proposed formalization techniques implemented in the semantic web. The medical guidelines for UTI treatment were formalized into BBN and FCM knowledge models. To assess the formal models’ performance, 55 patient cases were extracted from a database and analyzed. The results showed that the suggested approaches formalized medical knowledge efficiently in the semantic web, and gave a front-end decision on antibiotics’ suggestion for UTI.     

教育客户服务中心结构设计

教育客户服务中心系统是以提高教育服务质量和效率为目标，研究相关的信息描述、定义、存储、检索、交换、分析和挖掘技术，综合构成教育客户服务中心的前台接入和后台处理的最新技术，通过与教学服务管理系统和教学行为分析和质量评估系统集成，为高校的招生、教务管理等教育服务管理工作提供高效的辅助手段，促进教育资源的信息规范化。