A staffing algorithm for call centers with skill-based routing

Manufacturing and Service Operations Management

Volumn 7, Issue 4, 2005, Pages 276-294

  Wallace, Rodney B ^a   Whitt, Ward ^b  

^a IBM   (United States)

^b Columbia University ^*  (United States)

Author keywords

Chaining; Cross training; Customer contact centers; Flexible servers; Multiclass queues; Multiserver queues; Queues; Resource pooling; Routing; Simulation; Skill based routing; Staffing; Telephone call centers

Indexed keywords

CHAINING; CROSS TRAINING; CUSTOMER CONTACT CENTERS; FLEXIBLE SERVERS; QUEUES; RESOURCE POOLING; ROUTING; SKILL BASED ROUTING; STAFFING; TELEPHONE CALL CENTERS;

COMPUTER SIMULATION; CONSTRAINT THEORY; FLEXIBLE MANUFACTURING SYSTEMS; SCHEDULING;

ALGORITHMS;

EID: 28244455337     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1050.0086     Document Type: Article

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