Journal
M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
Volume 10, Issue 3, Pages 421-428Publisher
INFORMS
DOI: 10.1287/msom.1070.0173
Keywords
contact centers; multiskill call centers; skill-based routing; staffing; work force management
Ask authors/readers for more resources
W e study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different scenarios can be analyzed, and our method can be used for both tactical and strategic capacity management decisions.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available