Cost of fairness in agent scheduling for contact centers
dc.contributor.author | Şimşek, Onur | |
dc.contributor.author | Kundakcıoğlu, Ömer Erhun | |
dc.date.accessioned | 2023-07-21T12:59:51Z | |
dc.date.available | 2023-07-21T12:59:51Z | |
dc.date.issued | 2022-03 | |
dc.identifier.issn | 1547-5816 | en_US |
dc.identifier.uri | http://hdl.handle.net/10679/8530 | |
dc.identifier.uri | https://www.aimsciences.org/article/doi/10.3934/jimo.2021001 | |
dc.description.abstract | 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 associated with labor, transportation of agents, and lost customers.Aside from typical work hour-related constraints, we also try to conform withagents' preferences for shifts, as a measure of fairness. We plot the trade-off between agent satisfaction and total operating costs for Vestel, one of Turkey'slargest consumer electronics companies. We present insights on the increasedcost to have content and a fair environment on several agent availability scenarios. | en_US |
dc.language.iso | eng | en_US |
dc.publisher | American Institute of Mathematical Sciences | en_US |
dc.relation.ispartof | Journal of Industrial and Management Optimization | |
dc.rights | restrictedAccess | |
dc.title | Cost of fairness in agent scheduling for contact centers | en_US |
dc.type | Article | en_US |
dc.peerreviewed | yes | en_US |
dc.publicationstatus | Published | en_US |
dc.contributor.department | Özyeğin University | |
dc.contributor.authorID | (ORCID 0000-0003-3033-0986 & YÖK ID 124068) Kundakcıoğlu, Erhun | |
dc.contributor.ozuauthor | Kundakcıoğlu, Ömer Erhun | |
dc.identifier.volume | 18 | en_US |
dc.identifier.issue | 2 | en_US |
dc.identifier.startpage | 873 | en_US |
dc.identifier.endpage | 896 | en_US |
dc.identifier.wos | WOS:000706636300001 | |
dc.identifier.doi | 10.3934/jimo.2021001 | en_US |
dc.subject.keywords | Contact centers | en_US |
dc.subject.keywords | Employee satisfaction | en_US |
dc.subject.keywords | Fairness | en_US |
dc.subject.keywords | Long term planning | en_US |
dc.subject.keywords | Workforce scheduling | en_US |
dc.identifier.scopus | SCOPUS:2-s2.0-85124257821 | |
dc.contributor.ozugradstudent | Şimşek, Onur | |
dc.relation.publicationcategory | Article - International Refereed Journal - Institutional Academic Staff and Graduate Student |
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