Optimizing daily agent scheduling in a multiskill call center
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Recommendations
- Agent scheduling in a multiskill call center
- Joint chance-constrained staffing optimization in multi-skill call centers
- Robust Shift Scheduling in Call Centers
- Staffing multiskill call centers via linear programming and simulation
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- Optimal selection of contracts and work shifts in multi-skill call centers
- DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
- Approximate dynamic programming techniques for skill-based routing in call centers
- Contact center scheduling with strict resource requirements
- An integer programming approach for scheduling inbound calls in call centres
Cites work
- A stochastic approach to stability in stochastic programming
- Call center staffing with simulation and cutting plane methods
- Combining integer programming and the randomization method to schedule employees
- Heavy-Traffic Limits for Queues with Many Exponential Servers
- scientific article; zbMATH DE number 1097572 (Why is no real title available?)
- Modeling Daily Arrivals to a Telephone Call Center
- Optimizing daily agent scheduling in a multiskill call center
- Performance analysis of an inbound call center with skills-based routing
- Queueing models of call centers: An introduction
- Server Staffing to Meet Time-Varying Demand
- Staffing multiskill call centers via linear programming and simulation
- Statistical Analysis of a Telephone Call Center
Cited in
(41)- Agent scheduling in a multiskill call center
- Optimizing daily agent scheduling in a multiskill call center
- Mathematical models and solution approach for cross-training staff scheduling at call centers
- Optimising the barrier coverage of a wireless sensor network with hub-and-spoke topology using mathematical and simulation models
- On the scheduling of operations in a chat contact center
- Stochastic optimization for real time service capacity allocation under random service demand
- Decision making under uncertain and dependent system rates in service systems
- A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
- Joint chance-constrained staffing optimization in multi-skill call centers
- The flexible break assignment problem for large tour scheduling problems with an application to airport ground handlers
- Primal-dual analysis for online interval scheduling problems
- On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- An improved MIP-based approach for a multi-skill workforce scheduling problem
- An integer programming approach for scheduling inbound calls in call centres
- Optimal selection of contracts and work shifts in multi-skill call centers
- Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
- Personnel scheduling in the call center industry
- Staff scheduling in blood collection problems
- Column generation method for an agent scheduling problem
- Retail store scheduling for profit
- Staffing multiskill call centers via linear programming and simulation
- Workforce planning incorporating skills: state of the art
- Robust Shift Scheduling in Call Centers
- Competition and market segmentation of the call center service supply chain
- Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
- A two-stage heuristic approach for nurse scheduling problem: a case study in an emergency department
- DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
- Approximate dynamic programming techniques for skill-based routing in call centers
- A normal copula model for the arrival process in a call center
- scientific article; zbMATH DE number 7366489 (Why is no real title available?)
- Physician staffing for emergency departments with time-varying demand
- On the complexity of efficient multi-skilled team composition
- A classification and new benchmark instances for the multi-skilled resource-constrained project scheduling problem
- The problem of scheduling for call-centre operators
- Examining a multi-skilled project scheduling problem for shipyard industry through operational and tactical perspectives
- Multiskilled workforce staffing and scheduling: a logic-based Benders' decomposition approach
- Scheduling multi-skill technicians and reassignable tasks in a cloud computing company
- A three-stage mixed integer programming approach for optimizing the skill mix and training schedules for aircraft maintenance
- Stable multi-skill workforce assignments
- Online scheduling policies for multiclass call centers with impatient customers
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