Personnel scheduling in the call center industry

被引：5
|
作者：
Canon, Cyril [1 ]
机构：
[1] Univ Tours, Lab Inflammatique, Tours, France
来源：
4OR-A QUARTERLY JOURNAL OF OPERATIONS RESEARCH | 2007年 / 5卷 / 01期
关键词：
personnel scheduling; call center; dimensioning; exact methods; heuristics;
D O I：
10.1007/s10288-006-0008-2
中图分类号：
C93 [管理学]; O22 [运筹学];
学科分类号：
070105 ; 12 ; 1201 ; 1202 ; 120202 ;
摘要：
We discuss the main results of the author's PhD thesis (Canon 2005) presented in December 2005 at the Universite Francois-Rabelais de Tours and supervised by J.-C. Billaut and J.-L. Bouquard. This thesis is written in French and is available from the author upon request. It deals with three different problems arising in the call center industry: the problem of dimensioning a call center, the annualisation problem and finally the Shift Design Problem.
引用
收藏
页码：89 / 92
页数：4
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