A simple staffing method for multi-skill call centers

Research output: Contribution to JournalArticleAcademicpeer-review


We 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. © 2008 INFORMS.
Original languageEnglish
Pages (from-to)421-428
JournalManufacturing and Service Operations Management
Issue number3
Publication statusPublished - 2008


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