Simple Methods for Shift Scheduling in Multiskill Call Centers

Simple Methods for Shift Scheduling in Multiskill Call Centers

0.00 Avg rating0 Votes
Article ID: iaor200964585
Country: United States
Volume: 10
Issue: 3
Start Page Number: 411
End Page Number: 420
Publication Date: Jun 2008
Journal: Manufacturing & Service Operations Management
Authors: , ,
Keywords: scheduling, programming: linear
Abstract:

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.

Reviews

Required fields are marked *. Your email address will not be published.