Scheduling of agents in inbound multilingual call centers
This paper presents an Integer Linear Programming model, which enables the scheduling of agents in call centers according to segmentation by skills, as well as the inclusion of labor law restrictions. The results from the experimental application of this method to situations involving real-time prob...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Associação Brasileira de Engenharia de Produção (ABEPRO)
2017-07-01
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| Series: | Brazilian Journal of Operations & Production Management |
| Subjects: | |
| Online Access: | https://bjopm.emnuvens.com.br/bjopm/article/view/322 |