中文摘要：

物流联络中心的人力成本随着坐席拥有的技能、服务渠道的多少以及服务时段的不同而不同，对人员进行合理班次设计以节省人力成本尤为必要。考虑现实联络中心工作时间的连续与中断、技能组和渠道组的匹配等，提出采用分阶段法优化班次。首先给出不考虑时间中断的坐席的排班模型A，求得排班方案；接下来，在此基础上将中断时间约束加入，建立模型B，求得班次覆盖矩阵；最后加入排班调整约束，建立模型c，对多技能组中各渠道组进行调整，给出最符合实际情况的最优排班调整方案。数值实验结合物流企业实例和各方案的比较，验证了模型的有效性。该方法为联络中心排班提供了新思路，对其它服务行业的排班也具有一定的参考价值。

英文摘要：

In logistics contact centers, as the agents with muhiple skills serve the customers by various channels at different times, the staffing cost is high and changing. It is necessary to design a reasonable shift scheduling for saving the staffing cost. By continuous working time, break time and the match of skill groups and channel groups in the contact center, a multi-phased shift model is proposed to optimize the scheduling. Firstly, the mod- el A is built, which gives a scheduling with continuous working time and a scheduling planning. Next, the model B is constructed, which joins the break time constraints, and a shift covering matrix is obtained. Finally, the model C is given, which adds scheduling adjustment constraints based on the model B, and the channel groups are adjusted under each multi-skill group to give an optimal scheduling program that conforms to the actual situa- tion. With an example of logistics enterprise and the comparison of various schemes, the numerical experiments verify that the given model is effective. The scheduling method provides a new idea to the contact centers, and also has some reference values for other service fields.