Staff Scheduling for Inbound Call and Customer Contact Centers

Alex Fukunaga, Ed Hamilton, Jason Fama, David Andre, Ofer Matan, Illah Nourbakhsh

Abstract


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.

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DOI: http://dx.doi.org/10.1609/aimag.v23i4.1667

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