publication . Article . 2002

Staff Scheduling for Inbound Call and Customer Contact Centers

Fukunaga, Alex; Hamilton, Ed; Fama, Jason; Andre, David; Matan, Ofer; Nourbakhsh, Illah;
Open Access English
  • Published: 15 Mar 2002
  • Publisher: Association for the Advancement of Artificial Intelligence
Abstract
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 techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. DIRECTOR has successfully been deployed at more than 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this article.
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ACM Computing Classification System: ComputingMilieux_MISCELLANEOUS
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