Applications of Staff Management Optimization for Desk Customer Relationship Services
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Staff Management (SM) is a critical issue in the design and management of modern Desk Customer Relation Services (DCRSs) due to the complexity of the tasks to be served, the variability of customer behavior, the development of market competition, the large amount of resources involved and the increasing pressure towards maintaining a very high level of service. Therefore, the availability of decision support systems (DSSs) that allow for optimizing the resources used to manage a network of DCRSs represents a strong competitive advantage for service companies. We illustrate the various steps of the process for the SM in real world applications and we describe technically sound approaches for demand forecasting and staff optimization. In particular staff scheduling is based on an effective two-phase optimization framework that integrates an optimizes and a simulator. The system, was implemented for a large multi-utility company in Italy and, after one year of service, has not only introduced a considerable improvement in the planning and management process but also achieved relevant savings in terms of resource consumption and obtained very high level of service.