ML Anthology

Staff Scheduling for Inbound Call Centers and Customer Contact Centers

Alex S. Fukunaga, Ed Hamilton, Jason Fama, David Andre, Ofer Matan, Illah R. Nourbakhsh
AAAI 2002 pp. 822-829
doi:10.5555/777092.777218 /aaai/2002/fukunaga2002aaai-staff/

Abstract

The staff scheduling problem is a critical problem in the call center (or more generally, customer contact center) industry. This paper 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 been successfully deployed at over 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this paper.

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Cite

Text

Fukunaga et al. "Staff Scheduling for Inbound Call Centers and Customer Contact Centers." AAAI Conference on Artificial Intelligence, 2002. doi:10.5555/777092.777218

Markdown

[Fukunaga et al. "Staff Scheduling for Inbound Call Centers and Customer Contact Centers." AAAI Conference on Artificial Intelligence, 2002.](https://mlanthology.org/aaai/2002/fukunaga2002aaai-staff/) doi:10.5555/777092.777218

BibTeX

@inproceedings{fukunaga2002aaai-staff,
  title     = {{Staff Scheduling for Inbound Call Centers and Customer Contact Centers}},
  author    = {Fukunaga, Alex S. and Hamilton, Ed and Fama, Jason and Andre, David and Matan, Ofer and Nourbakhsh, Illah R.},
  booktitle = {AAAI Conference on Artificial Intelligence},
  year      = {2002},
  pages     = {822-829},
  doi       = {10.5555/777092.777218},
  url       = {https://mlanthology.org/aaai/2002/fukunaga2002aaai-staff/}
}