Title :
Routing heuristics for multi-skill call centers
Author :
Koole, Ger ; Pot, Auke ; Talim, Jérôme
Author_Institution :
Dept. of Math., Vrije Univ., Amsterdam, Netherlands
Abstract :
We give an approximation method for analyzing the performance of call centers with skill-based routing, for both blocking and delay systems. We use this method to determine optimal skill sets for call center employees.
Keywords :
call centres; multiskilling; optimisation; personnel; scheduling; stochastic processes; telecommunication network routing; approximation method; blocking systems; call center performance analysis; delay systems; multiskill call center employees; skill-based routing heuristics; Approximation methods; Delay systems; Economics; Economies of scale; Gallium nitride; Mathematics; Routing; Switches; Systems engineering and theory; Telephony;
Conference_Titel :
Simulation Conference, 2003. Proceedings of the 2003 Winter
Print_ISBN :
0-7803-8131-9
DOI :
10.1109/WSC.2003.1261637
