Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
نویسندگان
چکیده
منابع مشابه
Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
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 wait, and that they may retry. A discrete-time modeling approach is used to capture the dynamics of ...
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ژورنال
عنوان ژورنال: OR Spectrum
سال: 2008
ISSN: 0171-6468,1436-6304
DOI: 10.1007/s00291-008-0141-8