Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
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Publication:2267381
DOI10.1007/s00291-008-0141-8zbMath1181.90179OpenAlexW2127116459MaRDI QIDQ2267381
Publication date: 1 March 2010
Published in: OR Spectrum (Search for Journal in Brave)
Full work available at URL: http://diskussionspapiere.wiwi.uni-hannover.de/pdf_bib/dp-379.pdf
Stochastic programming (90C15) Deterministic scheduling theory in operations research (90B35) Case-oriented studies in operations research (90B90)
Related Items (11)
Workforce planning incorporating skills: state of the art ⋮ Call centers with a postponed callback offer ⋮ A branch-and-bound algorithm for shift scheduling with stochastic nonstationary demand ⋮ Dynamic capacitated lot sizing with random demand and dynamic safety stocks ⋮ Using linear programming to analyze and optimize stochastic flow lines ⋮ Staffing a call center with uncertain non-stationary arrival rate and flexibility ⋮ On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling ⋮ Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials ⋮ A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty ⋮ An MIP model to schedule the call center workforce and organize the breaks ⋮ The venue management problem: setting staffing levels, shifts and shift schedules at concession stands
Cites Work
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- Optimizing daily agent scheduling in a multiskill call center
- Strong approximation for Markovian service networks
- Performance analysis and optimization of inbound call centers
- Queueing models of call centers: An introduction
- Performance analysis of an inbound call center with skills-based routing
- Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters
- 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
- Approximation of the non-stationary \(M(t)/M(t)/c(t)\)-queue using stationary queueing models: The stationary backlog-carryover approach
- Using linear programming to analyze and optimize stochastic flow lines
- Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
- Staffing of Time-Varying Queues to Achieve Time-Stable Performance
- 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
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