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» Managing trade-offs in call center agent scheduling: methodo...

115

SCSC
2007

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Managing trade-offs in call center agent scheduling: methodology and case study

15 years 7 months ago

Managing trade-offs in call center agent scheduling: methodology and case study

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Robert Saltzman, Vijay Mehrotra

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151

CHI
2007
ACM

186views Human Computer Interaction» more CHI 2007»

Work-centered design: a case study of a mixed-initiative scheduler

16 years 6 months ago

Work-centered design: a case study of a mixed-initiative scheduler

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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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