An Overview of Routing and Staffing Algorithms in Multi-Skill Customer Contact Centers

Abstract

This paper gives an overview of routing and staffing algorithms in multi-skill contact centers. Related issues and problems are characterized, and models and mathematical tools from the literature for modeling and optimizing contact centers are described. In addition, a general model of a multi-skill contact center is described and the papers from the literature are put in that framework. keywords: multi-skill call centers, literature overview, contact centers, skill-based routing, planning, workforce management

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Cite this paper

@inproceedings{Koole2006AnOO, title={An Overview of Routing and Staffing Algorithms in Multi-Skill Customer Contact Centers}, author={Ger Koole and Auke Pot}, year={2006} }