Staff Scheduling for Inbound Call and Customer Contact Centers
DOI:
https://doi.org/10.1609/aimag.v23i4.1667Abstract
The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article 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 successfully been deployed at more than 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this article.
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Published
2002-03-15
How to Cite
Fukunaga, A., Hamilton, E., Fama, J., Andre, D., Matan, O., & Nourbakhsh, I. (2002). Staff Scheduling for Inbound Call and Customer Contact Centers. AI Magazine, 23(4), 30. https://doi.org/10.1609/aimag.v23i4.1667
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