Practical scheduling for call center operations

A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for...

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Bibliographic Details
Published in:	Omega (Oxford) Vol. 39; no. 5; pp. 550 - 557
Main Author:	Dietz, Dennis C.
Format:	Journal Article
Language:	English
Published:	Kidlington Elsevier Ltd 01.10.2011 Elsevier Pergamon Press Inc
Series:	Omega
Subjects:	Applied sciences Call centers Callcenter Exact sciences and technology Firm modelling Markov analysis Mathematical programming Operational research and scientific management Operational research. Management science Operations management Operations Research Quadratic programming Queueing Queueing Quadratic programming Scheduling Operations management Queuing theory Queuing theory. Traffic theory Reliability theory. Replacement problems Resource allocation Scheduling Scheduling-Verfahren Studies Warteschlangentheorie Workforce planning United States > US Queueing Operations management Scheduling Quadratic programming Availability Volatility Clientele Rounding error Staff management Markov model Modeling Stationary condition Production management Spreadsheet Response time Optimal allocation Time interval Call centres Queue Tour
ISSN:	0305-0483, 1873-5274
Online Access:	Get full text
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