Journal
M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
Volume 10, Issue 3, Pages 411-420Publisher
INFORMS
DOI: 10.1287/msom.1070.0172
Keywords
contact centers; multiskill call centers; shift scheduling; skill-based routing; staffing; workforce management
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This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation times, i.e., a fraction of a second. Therefore, it is useful for different purposes and it can be part of an iterative procedure: for example, one that combines shifts into rosters.
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