ROUTING HEURISTICS FOR MULTI-SKILL CALL CENTERS (original) (raw)

ROUTING HEURISTICS FOR MULTI-SKILL CALL CENTERS

Auke Pot

Ger Koole

Jérôme Talim

Abstract

We give an approximation method for analyzing the per-formance of call centers with skill-based routing, for both blocking and delay systems. We use this method to deter-mine optimal skill sets for call center employees. ... Planning issues in call centers are a fruitful research ...

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