Scheduling of agents in inbound multilingual call centers

HIGHLIGHTS

• who: ABEPRO and colleagues from the Fluminense Federal University have published the paper: SCHEDULING OF AGENTS IN INBOUND MULTILINGUAL CALL CENTERS, in the Journal: (JOURNAL)
• what: The approach proposed in this study presents an alternative worthy of consideration since it is able to successfully incorporate the flexibility of call centers with skills-based routing in an easy-to-implement model that has proven to be effective in experiments conducted in on-the-job settings. Numerical experiments were also conducted in a medium-sized Brazilian call center, which demonstrated the effectiveness of the approach proposed in . . .
  

   

  

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