Optimizing daily agent scheduling in a multiskill call center

European Journal of Operational Research

Volumn 200, Issue 3, 2010, Pages 822-832

  Avramidis, Athanassios N ^a   Chan, Wyean ^b   Gendreau, Michel ^b   L'Ecuyer, Pierre ^b   Pisacane, Ornella ^c  

^a UNIVERSITY OF SOUTHAMPTON   (United Kingdom)

^b UNIVERSITÉ DE MONTRÉAL   (Canada)

^c UNIVERSITY OF CALABRIA   (Italy)

Author keywords

Call center; Cutting plane method; Scheduling; Service level; Staffing; Stochastic optimization

Indexed keywords

CALL CENTER; CUTTING PLANE METHOD; SERVICE LEVEL; STAFFING; STOCHASTIC OPTIMIZATION;

ENTERPRISE RESOURCE MANAGEMENT; INTEGER PROGRAMMING; LINEAR PROGRAMMING; LINEARIZATION; NUMERICAL METHODS; OPTIMIZATION; PERSONNEL SELECTION;

PROBLEM SOLVING;

EID: 69749123859     PISSN: 03772217     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ejor.2009.01.042     Document Type: Article

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