Workforce Scheduling in Inbound Customer Call Centres with a Case Study.
Goran MolnarDomagoj JakobovicMatija PavelicPublished in: EvoApplications (1) (2016)
Keyphrases
- call center
- scheduling problem
- information technology
- case study
- electronic commerce
- scheduling algorithm
- information systems
- real time database systems
- round robin
- customer service
- human resources
- resource constraints
- customer satisfaction
- real time
- website
- limited capacity
- customer knowledge
- dynamic scheduling
- customer orders
- flexible manufacturing systems
- customer relationship management
- service level
- service quality
- optimal solution