A simple staffing method for multiskill call centers

• 成果类型: Article
• 署名作者: Pot, Auke; Bhulai, Sandjai; Koole, Ger
• 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.1070.0173
• 发表日期: 2008
• 页码: 421-428
• 关键词: contact centers; multiskill call centers; skill-based routing; staffing; work force management

摘要

W e study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different scenarios can be analyzed, and our method can be used for both tactical and strategic capacity management decisions.