Kalakbandi, Vinay Kumar; Kondareddy, Sankara Prasad - In: International Journal of Business Intelligence Research … 8 (2017) 2, pp. 49-61
This article is in the context of a call centre whose agents possess a heterogeneous skillset. The significant challenge for such a call centre would be skills based call routing: to match an inbound customer call to a call centre agent possessing the relevant skillset. This article will present...
