Optimal selection of contracts and work shifts in multi-skill call centers

This paper deals with the problem of finding the most suitable contracts to be used when hiring the operators of a call center and deciding their optimal working schedule, to optimize the trade-off between the service level provided to the customers and the cost of the personnel. In a previous paper...

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Autores principales: Roberto Cordone, Pierre Hosteins, Giovanni Righini, Paolo Ravizza, Andrea Piselli
Formato: article
Lenguaje:EN
Publicado: Elsevier 2014
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Acceso en línea:https://doaj.org/article/9d935e341ea34a7893264fef6d98cbb5
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