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A workforce planning model for fair schedules considering employee satisfaction, service level, and operating cost
(2019-06-11)
We study workforce planning issues for call centers and propose a solution approach with a scheduling model. In this study, we emphasize the effects of employee satisfaction, fair distribution of shifts, and agent-related ...
Cost of fairness in agent scheduling for contact centers
(American Institute of Mathematical Sciences, 2022-03)
We study a workforce scheduling problem faced in contact centers with considerations on a fair distribution of shifts in compliance with agentpreferences. We develop a mathematical model that aims to minimize operatingcosts ...
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