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中文摘要：
联络中心是组织与客户之间联系的主要桥梁。网络环境下的多媒体的利用给客户带来了便利服务的同时,也给联络中心的人力资源的安排提出了挑战。为了充分利用人力,针对电话和QQ两种媒体产生的Ⅱ型、∧型、N型和M型4种不同渠道的排班服务方式的运营效率进行了对比研究。发现在同等条件下M型渠道策略在服务水平、遗弃率和座席利用率等方面表现得更好。这为联络中心构建好的渠道策略以保证服务和人力资源的利用提供了依据。
英文摘要：
Contact center is a main bridge of communication between organizations and customers.The utilization of multimedia under the network environment brings not only the convenience for customers but also a challenge for the staffing schedule in contact center.In order to utilize fully the staffing,the operational efficiency ofⅡ-shaped,Λ-shaped,N-shaped and M-shaped channel models is comparatively studied based on telephone and QQ.It can be shown that the M-shaped channel strategy is better than other structures in the aspects of the service level,abandonment rate and agent＇s utility rate.The research offers a basis on constructing agood channel strategy to serve the customers and utilize the staffing in contact centers.
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