A stochastic programming model for scheduling call centers with global service level agreements
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Publication:613494
DOI10.1016/J.EJOR.2010.06.013zbMATH Open1206.90052OpenAlexW2098364636MaRDI QIDQ613494FDOQ613494
Authors: Thomas R. Robbins, Terry P. Harrison 
Publication date: 20 December 2010
Published in: European Journal of Operational Research (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1016/j.ejor.2010.06.013
Recommendations
- Staffing call centers with uncertain demand forecasts: a chance-constrained optimization approach
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Stochastic programming (90C15) Mixed integer programming (90C11) Theory of organizations, manpower planning in operations research (90B70) Stochastic scheduling theory in operations research (90B36)
Cites Work
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Cited In (19)
- An integer programming approach for scheduling inbound calls in call centres
- Optimal selection of contracts and work shifts in multi-skill call centers
- A sustainable road network design problem with land use transportation interaction over time
- Combining revenue and equity in capacity allocation of imaging facilities
- Analytics for labor planning in systems with load-dependent service times
- Staffing a call center with uncertain non-stationary arrival rate and flexibility
- Distributionally robust workforce scheduling in call centres with uncertain arrival rates
- Call centers with a postponed callback offer
- A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
- On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling
- Staffing call centers under arrival-rate uncertainty with Bayesian updates
- Multiskilled personnel assignment problem under uncertain demand: a benchmarking analysis
- Distributionally robust optimization for scheduling problem in call centers with uncertain forecasts
- A two-stage heuristic approach for nurse scheduling problem: a case study in an emergency department
- Staffing to maximize profit for call centers with alternate service-level agreements
- Physician staffing for emergency departments with time-varying demand
- Stochastic optimization for real time service capacity allocation under random service demand
- Game theoretical transportation network design among multiple regions
- A two-stage stochastic programming approach for multi-activity tour scheduling
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