Staffing a call center with uncertain non-stationary arrival rate and flexibility
From MaRDI portal
Publication:443817
DOI10.1007/s00291-011-0257-0zbMath1244.90096OpenAlexW2029138692MaRDI QIDQ443817
Christian van Delft, Oualid Jouini, Shuangqing Liao, Ger Koole
Publication date: 13 August 2012
Published in: OR Spectrum (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1007/s00291-011-0257-0
stochastic programmingcall centersstaffingrobust programmingnewsboy modeluncertain arrival rate parameters
Related Items (12)
Optimal call center forecasting and staffing ⋮ Bounds for the expected supremum of some non-stationary Gaussian processes ⋮ Distributionally robust workforce scheduling in call centres with uncertain arrival rates ⋮ Staffing large-scale service systems with distributional uncertainty ⋮ Call centers with a postponed callback offer ⋮ Robust Shift Scheduling in Call Centers ⋮ Staffing call centers under arrival-rate uncertainty with Bayesian updates ⋮ On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling ⋮ Staffing for many-server systems facing non-standard arrival processes ⋮ Staff optimization for time-dependent acute patient flow ⋮ A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty ⋮ Multiskilled personnel assignment problem under uncertain demand: a benchmarking analysis
Uses Software
Cites Work
- A stochastic programming model for scheduling call centers with global service level agreements
- Automatic formulation of stochastic programs via an algebraic modeling language
- Workload forecasting for a call center: methodology and a case study
- Robust and data-driven approaches to call centers
- Dynamic staffing in a telephone call center aiming to immediately answer all calls
- A practical implementation of stochastic programming: an application to the evaluation of option contracts in supply chains
- 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
- A Survey and Experimental Comparison of Service-Level-Approximation Methods for Nonstationary M(t)/M/s(t) Queueing Systems with Exhaustive Discipline
- Constructing Risk Measures from Uncertainty Sets
- Constructing Uncertainty Sets for Robust Linear Optimization
- Modeling Daily Arrivals to a Telephone Call Center
- Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach
- Staffing of Time-Varying Queues to Achieve Time-Stable Performance
- An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers
- Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
- The Price of Robustness
- Managing uncertainty in call centres using Poisson mixtures
- Dual Stochastic Dominance and Related Mean-Risk Models
- Technical Note—Convex Programming with Set-Inclusive Constraints and Applications to Inexact Linear Programming
- Statistical Analysis of a Telephone Call Center
This page was built for publication: Staffing a call center with uncertain non-stationary arrival rate and flexibility
