Personnel scheduling in the call center industry

DOI10.1007/s10288-006-0008-2zbMath1131.90352OpenAlexW2038891142MaRDI QIDQ2644376

Cyril Canon

Publication date: 31 August 2007

Published in: 4OR (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/s10288-006-0008-2

zbMATH Keywords

heuristicsexact methodspersonnel schedulingcall centerdimensioning

Mathematics Subject Classification ID

Mixed integer programming (90C11) Deterministic scheduling theory in operations research (90B35) Stochastic scheduling theory in operations research (90B36) Theory of organizations, manpower planning in operations research (90B70)

Cites Work

• Local search for shift design.
• Queueing models of call centers: An introduction