Scheduling of agents in inbound multilingual call centers

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...

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Bibliographic Details
Main Authors: Luiz Henrique Santanna Barbosa, Carlos Francisco Simões Gomes, Maria Cecilia C. Chaves
Format: Article
Language:English
Published: Associação Brasileira de Engenharia de Produção (ABEPRO) 2017-07-01
Series:Brazilian Journal of Operations & Production Management
Subjects:
Planning
Allocation
Call Centers
Scheduling
Skill-Based Routing
Integer Programming.
Online Access:https://bjopm.emnuvens.com.br/bjopm/article/view/322

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