On a data-driven method for staffing large call centers

DOI10.1287/OPRE.1080.0602MaRDI QIDQ3100378zbMATH OpenOpenAlexFDO

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

zbMATH Keywords

nonstationary queuesstochastic networkslimit theoremapproximationsstochastic model applications

Mathematics Subject Classification ID

Stochastic network models in operations research (90B15) Theory of organizations, manpower planning in operations research (90B70)

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Cited in

(29)

• Dimensioning Large Call Centers
• Staffing large-scale service systems with distributional uncertainty
• Robust sample average approximation
• 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
• Staffing a call center with uncertain non-stationary arrival rate and flexibility
• 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
• 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
• Control of systems with flexible multi-server pools: a shadow routing approach
• Optimal call center forecasting and staffing
• Towards ``zero abandonments in call center performance
• Flexible staffing for call centers with non-stationary arrival rates
• 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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