Balancing Agent Retention and Waiting Time in Service Platforms
研究了按需服务平台中工人利用率低导致留存率下降与客户等待时间之间的权衡，通过外呼呼叫中心的数据驱动方法展示如何管理工人容量。
The gig economy open a new business model in which services have access to a large pool of workers that are compensated based on their actual production, which can be useful to operate at lower levels of utilization to improve response times to customers. However, having a large pool of workers with low utilization may lower their motivation and increase employee turnover, which can hurt productivity in the long run. “Balancing Agent Retention and Waiting Time in Service Platforms” looks at this tradeoff and provides a data-driven approach to manage worker capacity in on-demand service platforms, showing evidence through a real-world application of an outbound call center with freelance agents.