期刊
M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
卷 10, 期 3, 页码 421-428出版社
INFORMS
DOI: 10.1287/msom.1070.0173
关键词
contact centers; multiskill call centers; skill-based routing; staffing; work force management
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.
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