Staffing multi-skill call centers via search methods and a performance approximation

IIE Transactions (Institute of Industrial Engineers)

Volumn 41, Issue 6, 2009, Pages 483-497

  Avramidis, Athanassios N ^a   Chan, Wyean ^a   L'Ecuyer, Pierre ^a  

^a UNIVERSITÉ DE MONTRÉAL   (Canada)

Author keywords

Birth and death process; Heuristic; Multi skill call center; Neighborhood search; Overflow routing; Service level approximation; Simulation; Staffing

Indexed keywords

APPROXIMATION ERRORS; BIRTH AND DEATH PROCESS; CALL CENTERS; CALL ROUTING; MATHEMATICAL PROGRAM; NEIGHBORHOOD SEARCH; OVERFLOW ROUTING; PERFORMANCE APPROXIMATION; ROUTING POLICIES; SEARCH METHOD; SERVICE LEVELS; SKILL SETS; TIME THRESHOLDS; TWO STAGE;

ENTERPRISE RESOURCE MANAGEMENT; HEURISTIC METHODS; HEURISTIC PROGRAMMING; HUMAN RESOURCE MANAGEMENT;

PERSONNEL SELECTION;

EID: 74849134790     PISSN: 0740817X     EISSN: 15458830     Source Type: Journal    
DOI: 10.1080/07408170802322986     Document Type: Article

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