Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method

DOI10.1287/opre.1060.0285zbMath1167.90528OpenAlexW2128483867MaRDI QIDQ3391989

Assaf J. Zeevi, Achal Bassamboo, J. Michael Harrison

Publication date: 13 August 2009

Published in: Operations Research (Search for Journal in Brave)

Full work available at URL: https://semanticscholar.org/paper/b1d30ec82b7a78434f125e6a1ed43d6a983b1574

Mathematics Subject Classification ID

Management decision making, including multiple objectives (90B50) Special problems of linear programming (transportation, multi-index, data envelopment analysis, etc.) (90C08)

Related Items

Dynamic Server Assignment in Multiclass Queues with Shifts, with Applications to Nurse Staffing in Emergency Departments, Staffing large-scale service systems with distributional uncertainty, Joint chance-constrained staffing optimization in multi-skill call centers, Integrated Multiresource Capacity Planning and Multitype Patient Scheduling, A stochastic programming model for scheduling call centers with global service level agreements, Utilizing partial flexibility to improve emergency department flow: Theory and implementation, On Accommodating Customer Flexibility in Service Systems, Stabilizing performance in a single-server queue with time-varying arrival rate, An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis, A survey on skill-based routing with applications to service operations management, Asymptotically optimal staffing of service systems with joint QoS constraints, 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, Control of systems with flexible multi-server pools: a shadow routing approach, A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty, Virtual allocation policies for many-server queues with abandonment, Optimal control of a high-volume assemble-to-order system with maximum leadtime quotation and expediting, Stationary distributions and convergence for \(M/M/1\) queues in interactive random environment, A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS, FORECAST ERRORS IN SERVICE SYSTEMS, Dynamic routing and admission control in high-volume service systems: Asymptotic analysis via multi-scale fluid limits, Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue, Dynamic routing in large-scale service systems with heterogeneous servers, OPTIMAL STATIC ASSIGNMENT AND ROUTING POLICIES FOR SERVICE CENTERS WITH CORRELATED TRAFFIC