| Article ID: | iaor200964586 |
| Country: | United States |
| Volume: | 10 |
| Issue: | 3 |
| Start Page Number: | 421 |
| End Page Number: | 428 |
| Publication Date: | Jun 2008 |
| Journal: | Manufacturing & Service Operations Management |
| Authors: | Koole Ger, Bhulai Sandjai, Pot Auke |
| Keywords: | service, scheduling |
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.