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Mathematical Models And Solution Approach For Staff Scheduling With Cross-Training At Call Centers, Taskiran, Gamze Kilincli

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Call centers face demand that varies throughout the week across multiple service categories and typically employ non-standard workforce schedules to meet this demand. In call centers, cross-training provides a buffer against fluctuation of demand between categories and is widely used. Full cross-training, however, is financially impractical in most cases, which has created a challenging problem in how to optimize a cross-trained workforce, i.e., a) what categories should be cross-trained, b) what portion of the workforce should be cross-trained, and c) how to schedule their weekly assignments. This problem is motivated by the need of a Fortune 50 company's technology support …