• 1 Introduction
  • 2 Modeling heterogeneous contact centers
  • 2.1 System description
  • 2.2 Approximating a dynamic stochastic system in continuous time viamultiple scenarios of difference equations
  • 2.3 Shift schedules
  • 3 The shift schedule optimization model
  • 3.1 Basic optimization model
  • 3.2 Enforcing service level constraints
  • 3.3 Optimizing over the single mean process or multiple scenarios
  • 4 Numerical results
  • 5 Managerial implications and suggestions for further research
  • References