A Simple Staffing Method for Multiskill Call Centers

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.

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Year of publication:	2008
Authors:	Pot, Auke ; Bhulai, Sandjai ; Koole, Ger
Published in:	Manufacturing & Service Operations Management. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 1523-4614. - Vol. 10.2008, 3, p. 421-428
Publisher:	Institute for Operations Research and the Management Sciences - INFORMS
Subject:	contact centers \| multiskill call centers \| skill-based routing \| staffing \| work force management

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Extent:	application/pdf
Type of publication:	Article
Other identifiers:	10.1287/msom.1070.0173 [DOI]
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10009218554