Optimal selection of contracts and work shifts in multi-skill call centers-Reference-Cited by-同舟云学术

Optimal selection of contracts and work shifts in multi-skill call centers

Published:2014-11 Issue:4 Volume:2 Page:247-277
ISSN:2192-4406
Container-title:EURO Journal on Computational Optimization
language:en
Short-container-title:EURO Journal on Computational Optimization

Author:

Cordone Roberto,Hosteins Pierre,Righini Giovanni,Ravizza Paolo,Piselli Andrea

Publisher

Elsevier BV

Subject

Computational Mathematics,Control and Optimization,Management Science and Operations Research,Modeling and Simulation

Link

http://link.springer.com/content/pdf/10.1007/s13675-013-0019-7.pdf

Reference13 articles.

1. The modern call-center: a multi-disciplinary perspective on operations management research;Aksin;Prod Oper Manag,2007

2. Staffing multi-skill call-centers via search methods and a performance approximation;Avramidis;IIE Trans,2009

3. Avramidis T, Gendreau M, L’Écuyer P, Pisacane O (2007) Simulation-based optimization of agent scheduling in multiskill call centers, CORS/JOPT 2007, Montreal, Canada

4. Chan W, Avramidis T, L’Écuyer P (2007) Single Period Staffing for Multi-skill Call Centers, CORS/JOPT 2007, Montreal, Canada

5. Channouf N, L’Écuyer P, Avramidis T (2007) Models for Arrival Process in a Call Center, CORS/JOPT 2007, Montreal, Canada

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