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Managing trade-offs in call center agent scheduling: methodo...
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SCSC
2007
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Modeling And Simulation
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Managing trade-offs in call center agent scheduling: methodology and case study
13 years 8 months ago
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Robert Saltzman, Vijay Mehrotra
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CHI
2007
ACM
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Human Computer Interaction
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Work-centered design: a case study of a mixed-initiative scheduler
14 years 7 months ago
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We present the case study of a complex, mixed-initiative scheduling system to illustrate Work-Centered Design (WCD), a new approach for the design of information systems. WCD is b...
Keith A. Butler, Jiajie Zhang, Chris Esposito, Ali...
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