IDEAS home Printed from https://ideas.repec.org/r/eee/ejores/v200y2010i3p822-832.html
   My bibliography  Save this item

Optimizing daily agent scheduling in a multiskill call center

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Merve Bodur & James R. Luedtke, 2017. "Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty," Management Science, INFORMS, vol. 63(7), pages 2073-2091, July.
  2. Rouba Ibrahim & Pierre L'Ecuyer, 2013. "Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models," Manufacturing & Service Operations Management, INFORMS, vol. 15(1), pages 72-85, May.
  3. Chapados, Nicolas & Joliveau, Marc & L’Ecuyer, Pierre & Rousseau, Louis-Martin, 2014. "Retail store scheduling for profit," European Journal of Operational Research, Elsevier, vol. 239(3), pages 609-624.
  4. Tien Thanh Dam & Thuy Anh Ta & Tien Mai, 2022. "Joint chance-constrained staffing optimization in multi-skill call centers," Journal of Combinatorial Optimization, Springer, vol. 44(1), pages 354-378, August.
  5. Yiting Xing & Ling Li & Zhuming Bi & Marzena Wilamowska‐Korsak & Li Zhang, 2013. "Operations Research (OR) in Service Industries: A Comprehensive Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 30(3), pages 300-353, May.
  6. Ge Yu & Sheldon H. Jacobson, 2020. "Primal-dual analysis for online interval scheduling problems," Journal of Global Optimization, Springer, vol. 77(3), pages 575-602, July.
  7. Ibrahim, Rouba & L’Ecuyer, Pierre & Shen, Haipeng & Thiongane, Mamadou, 2016. "Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers," European Journal of Operational Research, Elsevier, vol. 250(2), pages 480-492.
  8. Ran Liu & Xiaolan Xie, 2018. "Physician Staffing for Emergency Departments with Time-Varying Demand," INFORMS Journal on Computing, INFORMS, vol. 30(3), pages 588-607, August.
  9. Van den Bergh, Jorne & Beliën, Jeroen & De Bruecker, Philippe & Demeulemeester, Erik & De Boeck, Liesje, 2013. "Personnel scheduling: A literature review," European Journal of Operational Research, Elsevier, vol. 226(3), pages 367-385.
  10. De Bruecker, Philippe & Van den Bergh, Jorne & Beliën, Jeroen & Demeulemeester, Erik, 2015. "Workforce planning incorporating skills: State of the art," European Journal of Operational Research, Elsevier, vol. 243(1), pages 1-16.
  11. De Bruecker, Philippe & Beliën, Jeroen & Van den Bergh, Jorne & Demeulemeester, Erik, 2018. "A three-stage mixed integer programming approach for optimizing the skill mix and training schedules for aircraft maintenance," European Journal of Operational Research, Elsevier, vol. 267(2), pages 439-452.
  12. Setareh Boshrouei Shargh & Mostafa Zandieh & Ashkan Ayough & Farbod Farhadi, 2024. "Scheduling in services: a review and bibliometric analysis," Operations Management Research, Springer, vol. 17(2), pages 754-783, June.
  13. Wyean Chan & Ger Koole & Pierre L'Ecuyer, 2014. "Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 544-560, October.
  14. Murat Fırat & C. Hurkens & Alexandre Laugier, 2014. "Stable multi-skill workforce assignments," Annals of Operations Research, Springer, vol. 213(1), pages 95-114, February.
  15. Ekin, Tahir & Aktekin, Tevfik, 2021. "Decision making under uncertain and dependent system rates in service systems," European Journal of Operational Research, Elsevier, vol. 291(1), pages 335-348.
  16. Ferdinand Kiermaier & Markus Frey & Jonathan F. Bard, 2020. "The flexible break assignment problem for large tour scheduling problems with an application to airport ground handlers," Journal of Scheduling, Springer, vol. 23(2), pages 177-209, April.
  17. Snauwaert, Jakob & Vanhoucke, Mario, 2023. "A classification and new benchmark instances for the multi-skilled resource-constrained project scheduling problem," European Journal of Operational Research, Elsevier, vol. 307(1), pages 1-19.
  18. Legros, Benjamin & Jouini, Oualid, 2019. "On the scheduling of operations in a chat contact center," European Journal of Operational Research, Elsevier, vol. 274(1), pages 303-316.
  19. Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2016. "Staffing and scheduling under nonstationary demand for service: A literature review," Omega, Elsevier, vol. 58(C), pages 4-25.
  20. Abdulaziz Ahmed & Elizabeth Frohn, 2021. "A predictive and prescriptive analytical framework for scheduling language medical interpreters," Health Care Management Science, Springer, vol. 24(3), pages 531-550, September.
  21. Brezavšček Alenka & Baggia Alenka, 2014. "Optimization of a Call Centre Performance Using the Stochastic Queueing Models," Business Systems Research, Sciendo, vol. 5(3), pages 6-18, September.
  22. Douglas S. Altner & Erica K. Mason & Les D. Servi, 2019. "Two-stage stochastic days-off scheduling of multi-skilled analysts with training options," Journal of Combinatorial Optimization, Springer, vol. 38(1), pages 111-129, July.
  23. Ta, Thuy Anh & Chan, Wyean & Bastin, Fabian & L’Ecuyer, Pierre, 2021. "A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty," European Journal of Operational Research, Elsevier, vol. 293(3), pages 966-979.
  24. Jaime Miranda & Pablo A. Rey & Antoine Sauré & Richard Weber, 2018. "Metro Uses a Simulation-Optimization Approach to Improve Fare-Collection Shift Scheduling," Interfaces, INFORMS, vol. 48(6), pages 529-542, November.
  25. Aktekin, Tevfik, 2014. "Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling," European Journal of Operational Research, Elsevier, vol. 234(3), pages 709-719.
  26. Jouini, Oualid & Pot, Auke & Koole, Ger & Dallery, Yves, 2010. "Online scheduling policies for multiclass call centers with impatient customers," European Journal of Operational Research, Elsevier, vol. 207(1), pages 258-268, November.
  27. Xiang Li & Haoyue Fan & Jiaming Liu & Qifeng Xun, 2022. "Staff scheduling in blood collection problems," Annals of Operations Research, Springer, vol. 316(1), pages 365-400, September.
  28. Kiygi-Calli, Meltem & Weverbergh, Marcel & Franses, Philip Hans, 2021. "Forecasting time-varying arrivals: Impact of direct response advertising on call center performance," Journal of Business Research, Elsevier, vol. 131(C), pages 227-240.
  29. Wu, Zhiying & Xu, Guoning & Chen, Qingxin & Mao, Ning, 2023. "Two stochastic optimization methods for shift design with uncertain demand," Omega, Elsevier, vol. 115(C).
  30. Christopher Dance & Alexei Gaivoronski, 2012. "Stochastic optimization for real time service capacity allocation under random service demand," Annals of Operations Research, Springer, vol. 193(1), pages 221-253, March.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.