A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
DOI10.1016/j.ejor.2020.12.049zbMath1487.90467OpenAlexW3118623623WikidataQ115162892 ScholiaQ115162892MaRDI QIDQ2030341
Fabian Bastin, Pierre L'Ecuyer, Thuy Anh Ta, Wyean Chan
Publication date: 7 June 2021
Published in: European Journal of Operational Research (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1016/j.ejor.2020.12.049
stochastic optimizationstochastic programmingsimulationsample average approximationL-shaped decomposition
Stochastic programming (90C15) Queues and service in operations research (90B22) Case-oriented studies in operations research (90B90)
Uses Software
Cites Work
- Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
- Staffing a call center with uncertain non-stationary arrival rate and flexibility
- A stochastic programming model for scheduling call centers with global service level agreements
- Optimizing daily agent scheduling in a multiskill call center
- Partitioning procedures for solving mixed-variables programming problems
- Dynamic staffing in a telephone call center aiming to immediately answer all calls
- The Benders decomposition algorithm: a literature review
- A recursive procedure to generate all cuts for 0-1 mixed integer programs
- Call center staffing with simulation and cutting plane methods
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- Chance-Constrained Programming
- Introduction to Stochastic Programming
- Modeling Daily Arrivals to a Telephone Call Center
- Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach
- Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
- Staffing Multiskill Call Centers via Linear Programming and Simulation
- Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
- Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands
- FORECAST ERRORS IN SERVICE SYSTEMS
- Distributionally robust workforce scheduling in call centres with uncertain arrival rates
- L-Shaped Linear Programs with Applications to Optimal Control and Stochastic Programming
- Rate-Based Daily Arrival Process Models with Application to Call Centers
This page was built for publication: A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
