Staff Scheduling for Inbound Call and Customer Contact Centers

AI Magazine

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.


Staff Scheduling for Inbound Call Centers and Customer Contact Centers

AAAI Conferences

The staff scheduling problem is a critical problem in the call center (or more generally, customer contact center) industry. This paper 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 been successfully deployed at over 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this paper.


Staff Scheduling for Inbound Call Centers and Customer Contact Centers

AAAI Conferences

The staff scheduling problem is a critical problem in the call center (or more generally, customer contact center) industry. This paper 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 been successfully deployed at over 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this paper.


Staff Scheduling for Inbound Call Centers and Customer Contact Centers

AI Magazine

The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. Even the simplest variations of this problem are known to be NPcomplete (Garey and Johnson 1978). Although staff scheduling has long been an important operations research problem, scheduling has recently become an important component of an emerging class of business software applications known as workforce management software. The need for effective workforce management systems has been driven primarily by the recent, rapid growth of the call center--customer contact center industry, in which efficient deployment of human resources is of crucial, strategic importance. Traditionally, in this industry, staff scheduling has been performed using ad hoc methods and operations research techniques (Cleveland and Mayben 1997).


AI Best Used as Tool to Help Call Center Agents and Managers

#artificialintelligence

Artificial intelligence (AI) conjures both awe and fear in many people. What was once a cool, sci-fi concept is now being touted as a viable contender to replace humans in industries from the assembly line to the call center. Understanding the scope and limits of AI and how it can benefit and complement human agents in industries like the contact center can go a long way to allaying workers' fears about being replaced by a machine. Rather than looking at AI as a replacement for the contact center agent, call centers would be well served to use it to enhance the customer experience and improve efficiencies within the workplace. For instance, we recently discussed how the use of predictive scheduling can actually improve call center agent health and boost efficiencies within the contact center.