Title: Collaborative service strategy based on cloud agents and traditional ones in emergencies

Authors: Wanju Pu; Junxiang Li

Addresses: Business School, University of Shanghai for Science and Technology, Shanghai 200093, China ' Business School, University of Shanghai for Science and Technology, Shanghai 200093, China

Abstract: In order to solve the problem of service capacity mismatch in the contact centre due to a sudden increase in call volume when an emergency occurs, an emergency strategy model based on collaborative service between cloud and traditional agents is established. Firstly, the call volume is graded to determine the scenario settings for different call volumes. Secondly, in the contact centre the agents are divided into the agent types according to the function of the agent. Finally, a simulation experiment is conducted by ProModel to verify the effectiveness and feasibility of the collaborative emergency service strategy in different scenarios of emergency situations. The results show that the collaborative emergency service strategy not only effectively reduces the economic losses of the enterprise in dealing with emergencies, but also significantly improves the effectiveness of contact centre.

Keywords: emergency; contact centre; collaborative; emergency service; cloud agent; ProModel.

DOI: 10.1504/IJIMS.2024.140248

International Journal of Internet Manufacturing and Services, 2024 Vol.10 No.2/3, pp.281 - 304

Received: 06 Aug 2022
Accepted: 01 Nov 2022
Published online: 31 Jul 2024 *

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