A Practice-Oriented Overview of Call Center Workforce Planning

DOI10.1287/STSY.2021.0008MaRDI QIDQ6199171zbMATH OpenFDO

Authors Ger Koole, Siqiao Li

Publication date 23 February 2024

Published in Stochastic Systems (Search for Journal in Brave)

Copyright license Creative Commons Attribution 4.0 International

Full work available at URL https://arxiv.org/abs/2101.10122

zbMATH Keywords

call centersforecastingqueueing modelsworkforce planning

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Theory of organizations, manpower planning in operations research (90B70)

Abstract: We give an overview of the practice and science of call center workforce planning, where we evaluate the commonly used methods by their quality and the theory by its applicability. As such this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management, and for researchers interested in practically relevant science.

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Cited in

(1)

• Call center data analysis and model validation

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