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
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;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2012 9th International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4577-2024-6
DOI :
10.1109/ICSSSM.2012.6252201
