异质顾客差异路由的客服组分组策略研究
Grouping Strategies for Customer Service Groups with Differential Routing of Heterogeneous Customers

本文考虑存在新老差异顾客的呼叫中心内，构建差异路由并设置多技能异质客服，研究在系统期望收益最优的目标下客服组的具体分组策略。研究表明，在本文的应用场景设置和构建的仿真模型下，依据具体的仿真参数设定可以得出最优的客服组分组策略即新老顾客服务队列的最优分配人数。这也有助于在实际应用中指导和改善呼叫中心对异质客服的培训计划，应该更多地培训能为呼叫中心带来更多期望收益的客服组。
In this paper, we consider the existence of new and old customer differences in the call centre, to build differentiated routing and set up multi-skilled heterogeneous customer service, and study the specific grouping strategy of customer service group under the goal of optimal system revenue expectation. The research shows that under the application scenario and the simulation model con-structed in this paper, the optimal customer service grouping strategy can be derived based on the specific simulation parameter settings. This also helps to guide and improve the training plan for heterogeneous customer service in call centers in practical applications, which should train more customer service groups that can bring more expected benefits to call centers.