Title :
A research on shift scheduling problem in multi-skill call center
Author :
Dai, Tao ; Huo, Jiazhen
Author_Institution :
Sch. of Econ. & Manage., Tongji Univ., Shanghai
Abstract :
Shift scheduling is the connection between the predicted workload calculation and the staff allocation. Obviously, the predicted workload calculation and staff allocation will become meaningless with bad shifts. Considering the characteristics 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 programming model, which is easy to implement and has short computation time, was built to solve the shift scheduling problem. A numerical experiment was presented to testify the effectivity of the model.
Keywords :
call centres; human resource management; linear programming; personnel; scheduling; service industries; linear programming model; multiskill call center; shift scheduling problem; staff allocation; Bridges; Character generation; Costs; Industrial relations; Job shop scheduling; Linear programming; Monitoring; Processor scheduling; Productivity; Testing; call center; multi-skill; shift scheduling;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686479
