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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| Auteurs principaux: | , , , , |
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| Format: | article |
| Langue: | EN |
| Publié: |
Elsevier
2014
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| Sujets: | |
| Accès en ligne: | https://doaj.org/article/9d935e341ea34a7893264fef6d98cbb5 |
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