Ein Prognose- und Simulationswerkzeug zur Unterstützung der kurzfristigen Personalbedarfsplanung in einem Call Center

Since call center services are labour-intensive, human resource planning is a critical management task in terms of service quality and operating costs. This paper introduces a planning software tool to support short-term human resource planning. It is designed to forecast the stream of inbound telephone calls and to simulate transaction processes in order to estimate the minimum number of call center agents, required to achieve service objectives at a future working day.