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中文摘要：
为准确有效地预测联络中心不同时段的人力需求,提出一种基于灰色BP神经网络的联络中心人力需求预测方法。针对联络中心不同时段人力差异性需求的特点,建立各时段人力需求的灰色模型,以灰色预测得到的不同时段的人力需求预测值,作为BP神经网络的输入变量,对神经网络进行训练,最后用某联络中心的实际数据进行验证。结果证明：该方法能够有效预测联络中心不同时段的人力需求,且与仅使用灰色预测或BP神经网络相比,将两者结合得到的预测结果精度更高。
英文摘要：
In order to exactly forecast staffing at different times of a contact center, a forecasting method aboutstaffing requirement in contact center based on grey BP neural network is proposed. According to the diversity of staffingrequirement at different times of the contact center, the grey model about stafEngat each period are established, in which theinput variables of the BP neural network are output of grey forecasting.Then the neural network is trainedand the method isverified with the actual data of the contact center. The results show that this method can effectively forecast the staffing atdifferent times of the contact center. Compared with only using grey forecasting or the BP neural network, the combination ofthe two methods has a higher forecasting precision.
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