31 search results - page 1 / 7 » An Agent Scheduling Optimization for Call Centers |
APSCC
2007
IEEE
13 years 11 months ago
2007
IEEE
A suitable assignment of agents to handle the workload at a call center is not easy to fulfill because it requires a combinatorial optimization with large solution space and the n...
WSC
2008
13 years 7 months ago
2008
In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. The first cut schedule can be developed in less than a mi...
SCSC
2007
13 years 6 months ago
2007
MANSCI
2008
13 years 4 months ago
2008
We consider the problem of minimizing staffing costs in an inbound call center, while maintaining an acceptable level of service in multiple time periods. The problem is complicat...
QEST
2006
IEEE
13 years 11 months ago
2006
IEEE
We give a quick overview of some key issues in (quantitative) call center management: building realistic models, developing efficient tools to simulate these models, finding qui...