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Personaleinsatzplanung im Echtzeitbetrieb in Call Centern mit künstlichen neuronalen Netzen
Zakhariya, Halyna; Köller, Frank; Breitner, Michael H. - 2008
Persistent link: https://www.econbiz.de/10003717614
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Operator staffing and scheduling for an IT-help call centre
Alfares, Hesham K. - In: European journal of industrial engineering : EJIE 1 (2007) 4, pp. 414-430
Persistent link: https://www.econbiz.de/10003787472
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Effizienter Personaleinsatz: Ressourcenplanung im Call Center
Schlotmann, Raimund - In: Wissensmanagement : das Magazin für Digitalisierung, … 11 (2009) 3, pp. 16-17
Persistent link: https://www.econbiz.de/10003824243
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Staffing call centers with uncertain demand forecasts : a chance-constrained optimization approach
Gurvich, Itai; Luedtke, James; Tezcan, Tolga - In: Management science : journal of the Institute for … 56 (2010) 7, pp. 1093-1115
Persistent link: https://www.econbiz.de/10003996519
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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan (contributor); Henken, Kirsten (contributor) - 2007
This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...
Persistent link: https://www.econbiz.de/10003575481
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Staffing call centers with uncertain arrival rates and co-sourcing
Levent Koçağa, Yaşar; Armony, Mor; Ward, Amy R. - In: Production and operations management : an international … 24 (2015) 7, pp. 1101-1117
Persistent link: https://www.econbiz.de/10011309925
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Staff rostering in call centers providing employee transportation
Örmeci, E. Lerzan; Salman, F. Sibel; Yücel, Eda - In: Omega : the international journal of management science 43 (2014), pp. 41-53
Persistent link: https://www.econbiz.de/10010238217
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Modelle zur Analyse, Auswahl, Einführung und Erfolgsmessung von betrieblichen Informationssystemen
Zakhariya, Halyna - 2015
Persistent link: https://www.econbiz.de/10011441447
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Interday forecasting and intraday updating of call center arrivals
Shen, Haipeng; Huang, Jianhua Z. - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 391-410
Persistent link: https://www.econbiz.de/10003747822
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Simple methods for shift scheduling in multiskill call centers
Bhulai, Sandjai; Koole, Ger M.; Pot, Auke - In: Manufacturing & service operations management : M & SOM 10 (2008) 3, pp. 411-420
Persistent link: https://www.econbiz.de/10003747824