Simple methods for shift scheduling in multi-skill call centers

Research output: Contribution to JournalArticleAcademicpeer-review


This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation times, i.e., a fraction of a second. Therefore, it is useful for different purposes and it can be part of an iterative procedure: for example, one that combines shifts into rosters. © 2008 INFORMS.
Original languageEnglish
Pages (from-to)411-420
JournalManufacturing and Service Operations Management
Issue number3
Publication statusPublished - 2008


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