Personnel scheduling in the call center industry

DOI10.1007/S10288-006-0008-2MaRDI QIDQ2644376zbMATH OpenOpenAlexFDO

Authors Cyril Canon

Publication date 31 August 2007

Published in 4OR (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1007/s10288-006-0008-2

zbMATH Keywords

call centerdimensioningexact methodsheuristicspersonnel scheduling

Mathematics Subject Classification ID

Deterministic scheduling theory in operations research (90B35) Stochastic scheduling theory in operations research (90B36) Theory of organizations, manpower planning in operations research (90B70) Mixed integer programming (90C11)

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Cites work

• Local search for shift design.
• Queueing models of call centers: An introduction

Cited in

(4)

• Agent scheduling in a multiskill call center
• Robust Shift Scheduling in Call Centers
• The problem of scheduling for call-centre operators
• Scheduling technicians and tasks in a telecommunications company

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