Staff scheduling for inbound call centers and customer contact centers

Authors:
Alex Fukunaga;Ed Hamilton;Jason Fama;David Andre;Ofer Matan;Illah Nourbakhsh
Affiliations:
Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA;Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA;Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA;Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA;Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA;Blue Pumpkin Software, 884 Hermosa Court, Suite 100, Sunnyvale, CA
Venue:
Eighteenth national conference on Artificial intelligence
Year:
2002

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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.