【摘要】 提出了基于CTI技术的呼叫中心的分层设计思想,设计出一个通用程序架构,适用于各行业建立中等规模的呼叫中心。从排队论的角度出发,对Erlang-C模型作以分析并改进,为设计呼叫中心提供更好的理论基础。更多还原

【Abstract】 Multiple-layers design idea for the call center system was proposed based on CTI technology,with a universal programming frame designed,which can be applied in moderate scale call center for most industry and business.Moreover,in view of queuing theory,the Erlang-C model was analyzed and improved so as to provide a better theory basis for call center.更多还原