Staff Scheduling for Inbound Call and Customer Contact Centers.
Alex S. FukunagaEd HamiltonJason FamaDavid AndreOfer MatanIllah R. NourbakhshPublished in: AI Mag. (2002)
Keyphrases
- call center
- service level
- scheduling problem
- service quality
- scheduling algorithm
- round robin
- arrival rate
- customer service
- electronic commerce
- resource allocation
- dynamic scheduling
- resource constraints
- information systems
- flexible manufacturing systems
- customer relationship management
- customer satisfaction
- agent technology
- real time database systems
- special case
- customer behavior
- genetic algorithm
- scheduling strategy