On a data-driven method for staffing large call centers
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Publication:3100378
DOI10.1287/OPRE.1080.0602zbMATH Open1233.90207OpenAlexW2054587269MaRDI QIDQ3100378FDOQ3100378
Authors: Achal Bassamboo, Assaf Zeevi 
Publication date: 24 November 2011
Published in: Operations Research (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1287/opre.1080.0602
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Cited In (29)
- Dimensioning Large Call Centers
- Robust sample average approximation
- Staffing large-scale service systems with distributional uncertainty
- A survey on skill-based routing with applications to service operations management
- Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
- An analysis on convergence of data-driven approach to ship lock scheduling
- 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
- Stochastic call center staffing with uncertain arrival, service and abandonment rates: a Bayesian perspective
- Staffing a call center with uncertain non-stationary arrival rate and flexibility
- A data-driven methodology for evaluating and optimizing call center IVRs
- Robust and data-driven approaches to call centers
- STAFFING A SERVICE SYSTEM WITH NON-POISSON NON-STATIONARY ARRIVALS
- Staffing for many-server systems facing non-standard arrival processes
- Staffing to maximize profit for call centers with impatient and repeat-calling customers
- Asymptotically optimal staffing of service systems with joint QoS constraints
- Call center staffing with simulation and cutting plane methods
- Newsvendor-type models with decision-dependent uncertainty
- Two issues in setting call centre staffing levels
- Towards ``zero abandonments in call center performance
- Optimal call center forecasting and staffing
- Flexible staffing for call centers with non-stationary arrival rates
- Control of systems with flexible multi-server pools: a shadow routing approach
- Redistribution of judicial resources for improved performance
- Managing flexibility: optimal sizing and scheduling of flexible servers
- Workload forecasting for a call center: methodology and a case study
- An ODE for an overloaded \(X\) model involving a stochastic averaging principle
- Data-stories about (im)patient customers in tele-queues
- Optimizing call center staffing using simulation and analytic center cutting-plane methods
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