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AIM
2002
13 years 10 months ago
Staff Scheduling for Inbound Call and Customer Contact Centers
Alex S. Fukunaga, Ed Hamilton, Jason Fama, David A...
MANSCI
2008
128views more  MANSCI 2008»
13 years 10 months ago
Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
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...
Júlíus Atlason, Marina A. Epelman, S...
WSC
2001
14 years 3 days ago
Call center scheduling technology evaluation using simulation
Telemarketers, direct marketing agencies, collection agencies and others whose primary means of customer contact is via the telephone invest considerable sums of money to make the...
Sandeep Gulati, Scott A. Malcolm