Simple methods for shift scheduling in multiskill call centers

• 成果类型: Article
• 署名作者: Bhulai, Sandjai; Koole, Ger; Pot, Auke
• 署名单位: Vrije Universiteit Amsterdam
• 刊物名称: M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1523-4614
• DOI: 10.1287/msom.1070.0172
• 发表日期: 2008
• 页码: 411-420
• 关键词: contact centers; multiskill call centers; shift scheduling; skill-based routing; staffing; workforce management

摘要

This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation times, i.e., a fraction of a second. Therefore, it is useful for different purposes and it can be part of an iterative procedure: for example, one that combines shifts into rosters.