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Cost of fairness in agent scheduling for contact centers

Title	Cost of fairness in agent scheduling for contact centers
Author	Şimşek, Onur, Kundakcıoğlu, Ömer Erhun
Publication Date:	2022-03
Publication Place	- American Institute of Mathematical Sciences
Subject	Contact centers, Employee satisfaction, Fairness, Long term planning, Workforce scheduling
Type	Periodical
Language	English
Digital	Yes
Manuscript	No
Library:	Özyeğin University
Library Asset ID	1547-5816
Record ID	b80731f4-823a-46f2-baa9-ac9c51224a0d
Library Location	Industrial Engineering
Date	2022-03
Sample Text	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.
DOI	10.3934/jimo.2021001
Cilt	18

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Özyeğin University

Cost of fairness in agent scheduling for contact centers

Author Şimşek, Onur, Kundakcıoğlu, Ömer Erhun

Publication Date 2022-03

Publication Place - American Institute of Mathematical Sciences

Subject Contact centers, Employee satisfaction, Fairness, Long term planning, Workforce scheduling

Type Periodical

Language English

Digital Yes

Manuscript No

Library Özyeğin University

Library Asset ID 1547-5816

Record ID b80731f4-823a-46f2-baa9-ac9c51224a0d

Library Location Industrial Engineering

Date 2022-03

Sample Text 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.

DOI 10.3934/jimo.2021001

Cilt 18