Staff Scheduling for Inbound Call and Customer Contact Centers

Article English OPEN
Fukunaga, Alex; Hamilton, Ed; Fama, Jason; Andre, David; Matan, Ofer; Nourbakhsh, Illah;
(2002)
  • Publisher: Association for the Advancement of Artificial Intelligence
  • Related identifiers: doi: 10.1609/aimag.v23i4.1667
  • Subject:
    acm: ComputingMilieux_MISCELLANEOUS

The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techni... View more
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