Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials.
Stefan HelberKirsten HenkenPublished in: OR Spectr. (2010)
Keyphrases
- call center
- marketing strategies
- asymptotically optimal
- service level
- scheduling problem
- service quality
- arrival rate
- routing problem
- decision making
- customer service
- resource constraints
- customer relationship management
- scheduling algorithm
- round robin
- heavy traffic
- routing protocol
- routing algorithm
- queue length
- resource allocation
- service requirements
- network topology
- parallel machines
- optimal pricing
- agent technology
- flow control
- customer orders
- scheduling decisions
- information systems
- expected profit
- network topologies
- vehicle routing
- customer satisfaction
- service providers
- np hard