Comprehensive Evaluation of the Staffs of State Grid Customer Service Center

摘要：

　　A scientific,objective and comprehensive evaluation of the works of the customer service staffs is essential for improving the customer service ability and qualities,and especially for improving the satisfactory rate.In this paper,we propose a scientific and objective method for the comprehensive evaluation of the staffs of State Grid Customer Service Center which consists of two steps.In the first step,the L1/2 sparse classification model is used to distinguish the indexes which will be used for the evaluation from all indexes.In the second step,the Analytic Hierarchy Process is used for the comprehensive evaluation of the staffs over the selected indexes.Extensive experimental study shows the priority of our proposed method.

关键词： customer service staffs comprehensive evaluation L1/2 sparse classification analytic hierarchy process

作者: Jiakui Zhao Wei Yang Jian Liu Yuxi Liu Hongwang Fang Hong Ouyang Yaozong Lu Jiaolong Gou

作者单位: State Grid Information & Telecommunication Group, Beijing, China State Grid Customer Service Center, Tianjin, China Xian Merit Data Technology Limited Liability Company, Xian, China

会议类型: 国际会议

会议名称: 2015 IEEE Advanced Information Technology, Electronic and Automation Control Conference(IAEAC 2015)(2015 IEEE先进信息技术,电子与自动化控制国际会议)

会议地点: 重庆

会议语种:英文

页码: 11-14

在线出版日期: 2015-12-19（万方平台首次上网日期，不代表论文的发表时间）