Customer relations management: call center operations: routing heuristics for multi-skill call centers

Authors:
Ger Koole;Auke Pot;Jérôme Talim
Affiliations:
Vrije Universiteit, HV Amsterdam, The Netherlands;Vrije Universiteit, HV Amsterdam, The Netherlands;Carleton University, Ottawa, Ontario, Canada
Venue:
Proceedings of the 35th conference on Winter simulation: driving innovation
Year:
2003

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Abstract

We give an approximation method for analyzing the performance of call centers with skill-based routing, for both blocking and delay systems. We use this method to determine optimal skill sets for call center employees.