• DocumentCode
    2766074
  • Title

    A simple method on staff scheduling in multi-skill call center

  • Author

    Dai, Tao ; Li, Junxiang

  • Author_Institution
    Glorious Sun Sch. of Bus. & Manage., Donghua Univ., Shanghai, China
  • fYear
    2012
  • fDate
    2-4 July 2012
  • Firstpage
    106
  • Lastpage
    109
  • Abstract
    Staff scheduling in call center has been proved to be a typical NP-Hard problem. It brings much more challenges under multi-skill. Considering the properties of the multi-skill call center, a new viewpoint of understanding multi-skill was generated. Based on the new viewpoint and a reasonable assumption, a linear integer programming model, which has acceptable computation time, was built to solve the staff scheduling problem. A numerical experiment was presented to testify the performance of the model. An objective analysis of the model was made in the end.
  • Keywords
    call centres; integer programming; linear programming; personnel; scheduling; service industries; NP-Hard problem; linear integer programming model; multiskill call center; staff scheduling problem; Analytical models; Computational modeling; Educational institutions; Global Positioning System; Job shop scheduling; Numerical models; call center; multi-skill; staff scheduling;
  • fLanguage
    English
  • Publisher
    ieee
  • Conference_Titel
    Service Systems and Service Management (ICSSSM), 2012 9th International Conference on
  • Conference_Location
    Shanghai
  • Print_ISBN
    978-1-4577-2024-6
  • Type

    conf

  • DOI
    10.1109/ICSSSM.2012.6252201
  • Filename
    6252201
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=2766074