Optimal call center forecasting and staffing

DOI10.1017/S0269964820000595zbMath1502.90048OpenAlexW4213137007MaRDI QIDQ5051169

Ger Koole, Sihan Ding

Publication date: 22 November 2022

Published in: Probability in the Engineering and Informational Sciences (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1017/s0269964820000595

zbMATH Keywords

call centersforecastingstaffingapplied probabilityerror measurements

Mathematics Subject Classification ID

Inference from stochastic processes and prediction (62M20) Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Uses Software

• GitHub

Cites Work

• Staffing a call center with uncertain non-stationary arrival rate and flexibility
• Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue
• Workload forecasting for a call center: methodology and a case study
• Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers
• Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach
• Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited
• The mean deviation of the Poisson distribution
• Statistical Analysis of a Telephone Call Center

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