Personnel scheduling in the Call Center industry

Authors :: Cyril Canon
Laboratoire d'Informatique Fondamentale et Appliquée de Tours (LIFAT)
Université de Tours-Institut National des Sciences Appliquées - Centre Val de Loire (INSA CVL)
Institut National des Sciences Appliquées (INSA)-Institut National des Sciences Appliquées (INSA)-Centre National de la Recherche Scientifique (CNRS)
Maurel, Denis
Université de Tours (UT)-Institut National des Sciences Appliquées - Centre Val de Loire (INSA CVL)
Source :: 4OR: A Quarterly Journal of Operations Research, 4OR: A Quarterly Journal of Operations Research, Springer Verlag, 2007, 5 (1), pp.89-92
Publication Year :: 2006
Publisher :: Springer Science and Business Media LLC, 2006.
Abstract: International audience; We discuss the main results of the author's PhD thesis (Canon 2005) presented in December 2005 at the Université François-Rabelais de Tours and supervised by J.-C. Billaut and J.-L. Bouquard. This thesis is written in French and is available from the author upon request. It deals with three different problems arising in the call center industry: the problem of dimensioning a call center, the annualisation problem and finally the Shift Design Problem.