Cost of fairness in agent scheduling for contact centers

Name: Cost of fairness in agent scheduling for contact centers
Author: Şimşek, Onur, Kundakcıoğlu, Ömer Erhun

İsim	Cost of fairness in agent scheduling for contact centers
Yazar	Şimşek, Onur, Kundakcıoğlu, Ömer Erhun
Basım Tarihi:	2022-03
Basım Yeri	- American Institute of Mathematical Sciences
Konu	Contact centers, Employee satisfaction, Fairness, Long term planning, Workforce scheduling
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1547-5816
Kayıt Numarası	b80731f4-823a-46f2-baa9-ac9c51224a0d
Lokasyon	Industrial Engineering
Tarih	2022-03
Örnek Metin	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

Kaynağa git Özyeğin Üniversitesi

Aramaya Dön

Özyeğin Üniversitesi

Kaynağa git

Cost of fairness in agent scheduling for contact centers

Yazar Şimşek, Onur, Kundakcıoğlu, Ömer Erhun

Basım Tarihi 2022-03

Basım Yeri - American Institute of Mathematical Sciences

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

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1547-5816

Kayıt Numarası b80731f4-823a-46f2-baa9-ac9c51224a0d

Lokasyon Industrial Engineering

Tarih 2022-03

Örnek Metin 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