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Search: subject:"multiskill call centers"
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contact centers
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multiskill call centers
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skill-based routing
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staffing
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Queueing theory
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Bhulai, Sandjai
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Koole, Ger
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Pot, Auke
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Koole, Ger M.
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Manufacturing & Service Operations Management
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Manufacturing & service operations management : M & SOM
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ECONIS (ZBW)
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Dynamic call center routing policies using call waiting and agent idle times
Chan, Wyean
;
Koole, Ger M.
;
L'Ecuyer, Pierre
- In:
Manufacturing & service operations management : M & SOM
16
(
2014
)
4
,
pp. 544-560
Persistent link: https://www.econbiz.de/10010526446
Saved in:
2
A Simple Staffing Method for
Multiskill
Call
Centers
Pot, Auke
;
Bhulai, Sandjai
;
Koole, Ger
- In:
Manufacturing & Service Operations Management
10
(
2008
)
3
,
pp. 421-428
We study a simple method for staffing in
multiskill
call
centers
. The method has short computation times and determines …
Persistent link: https://www.econbiz.de/10009218554
Saved in:
3
Simple Methods for Shift Scheduling in
Multiskill
Call
Centers
Bhulai, Sandjai
;
Koole, Ger
;
Pot, Auke
- In:
Manufacturing & Service Operations Management
10
(
2008
)
3
,
pp. 411-420
This paper introduces a new method for shift scheduling in
multiskill
call
centers
. The method consists of two steps …
Persistent link: https://www.econbiz.de/10009218815
Saved in:
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