TY - JOUR
T1 - Simple methods for shift scheduling in multi-skill call centers
AU - Bhulai, S.
AU - Pot, S.A.
AU - Koole, G.M.
PY - 2008
Y1 - 2008
N2 - 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.
AB - 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.
U2 - 10.1287/msom.1070.0172
DO - 10.1287/msom.1070.0172
M3 - Article
SN - 1523-4614
VL - 10
SP - 411
EP - 420
JO - Manufacturing and Service Operations Management
JF - Manufacturing and Service Operations Management
IS - 3
ER -
