Two issues in setting call centre staffing levels
From MaRDI portal
Publication:1610904
DOI10.1023/A:1016015213287zbMath1001.90503OpenAlexW134761496MaRDI QIDQ1610904
Bert P. K. Chen, Shane G. Henderson
Publication date: 20 August 2002
Published in: Annals of Operations Research (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1023/a:1016015213287
Communication networks in operations research (90B18) Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)
Related Items
Staffing large-scale service systems with distributional uncertainty ⋮ Competition and market segmentation of the call center service supply chain ⋮ A stochastic programming model for scheduling call centers with global service level agreements ⋮ Knowledge, congestion, and economics: parameter uncertainty in Naor's model ⋮ Staffing for many-server systems facing non-standard arrival processes ⋮ Computing bounds on the expected maximum of correlated normal variables ⋮ FORECAST ERRORS IN SERVICE SYSTEMS ⋮ Robust heavy-traffic approximations for service systems facing overdispersed demand ⋮ Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regime
