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Physical Sciences and Mathematics Commons™
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Full-Text Articles in Physical Sciences and Mathematics
Performance Indicators Analysis Inside A Call Center Using A Simulation Program, Ditila Ekmekçiu, Markela Muça, Adrian Naço
Performance Indicators Analysis Inside A Call Center Using A Simulation Program, Ditila Ekmekçiu, Markela Muça, Adrian Naço
International Journal of Business and Technology
This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key …
Modelling Business And Management Systems Using Fuzzy Cognitive Maps: A Critical Overview, Peter P. Groumpos
Modelling Business And Management Systems Using Fuzzy Cognitive Maps: A Critical Overview, Peter P. Groumpos
International Journal of Business and Technology
A critical overview of modelling Business and Management (B&M) Systems using Fuzzy Cognitive Maps is presented. A limited but illustrative number of specific applications of Fuzzy Cognitive Maps in diverse B&M systems, such as e business, performance assessment, decision making, human resources management, planning and investment decision making processes is provided and briefly analyzed. The limited survey is given in a table with statics of using FCMs in B&M systems during the last 15 years. The limited survey shows that the applications of Fuzzy Cognitive Maps to today’s Business and Management studies has been steadily increased especially during the last …