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).


Creating WINS for Your Organization Using AI Automation

#artificialintelligence

One of the challenges of managing a large retail contact center operation is coordinating the moving pieces of a seasonal ramp. In my role as Director of Global Customer Care for the world's largest floral organization, I had to increase my phone staff from 100 to up to 2000 representatives to meet the demand of our high call volume seasons. Most contact center organizations face this similar business challenge. Health Care contact centers ramp up to handle call volume during open enrollment from October through January. Even collections organizations grow their staff to initiate more outbound calls in the summer and early fall to increase receivables.