文章基本信息

标题：PERSONNEL AND PERFORMANCE MANAGEMENT AT A CALL CENTER
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作者：Yuvi Syamsiana K ; Ravi A. Salim
期刊名称：Faculty of Computer Science and Information Technology
出版年度：2008
卷号：0
期号：0
语种：English
出版社：Faculty of Computer Science and Information Technology
摘要：This paper is the documentation of personnel process automation, scheduling, and performancemanagement at the call center of IM2 Customer Service. The documentation is built in order toreduce the cost of assessing the human resources performance at the call center. Personnel andperformance management include two main functions, i.e. personnel management thatcomprises processes ranging from forecasting to scheduling, and performance management thatincludes assessing the performance of agents and teams. As a proposed solution for costreduction, at this preliminary stage neither license nor additional hardware purchasing arerequired. The automation is done simply by using the technology recently used by the company.