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.


Contact Center Traffic Forecasting

#artificialintelligence

Whether you're a new restaurant just opening its doors, a call center with a new campaign, or a contact center that's just getting up-and-running, it can be difficult to know how many customers to expect. People are the linchpin of customer service. So you want to have enough people to serve up meals and customer care. But, on the other hand, you don't want to deplete your margins by having too many customer service folks on the job when traffic doesn't require it. Well, if you don't have a history, that makes forecasting demand a bigger challenge.


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).


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.