A stochastic programming model for scheduling call centers with global service level agreements
From MaRDI portal
Publication:613494
DOI10.1016/j.ejor.2010.06.013zbMath1206.90052OpenAlexW2098364636MaRDI QIDQ613494
Terry P. Harrison, Thomas R. Robbins
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
Mixed integer programming (90C11) Stochastic programming (90C15) Stochastic scheduling theory in operations research (90B36) Theory of organizations, manpower planning in operations research (90B70)
Related Items
A sustainable road network design problem with land use transportation interaction over time, Call centers with a postponed callback offer, A two-stage heuristic approach for nurse scheduling problem: a case study in an emergency department, A two-stage stochastic programming approach for multi-activity tour scheduling, Stochastic optimization for real time service capacity allocation under random service demand, Staffing call centers under arrival-rate uncertainty with Bayesian updates, Staffing a call center with uncertain non-stationary arrival rate and flexibility, Physician Staffing for Emergency Departments with Time-Varying Demand, On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling, Game theoretical transportation network design among multiple regions, Combining revenue and equity in capacity allocation of imaging facilities, Analytics for labor planning in systems with load-dependent service times, A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty, Multiskilled personnel assignment problem under uncertain demand: a benchmarking analysis
Cites Work
- Unnamed Item
- A sequential integer programming method for discontinuous labor tour scheduling
- Monte Carlo bounding techniques for determinig solution quality in stochastic programs
- Two issues in setting call centre staffing levels
- Call center staffing with simulation and cutting plane methods
- Personnel Tour Scheduling When Starting-Time Restrictions Are Present
- Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements
- Optimal Models for Meal-Break and Start-Time Flexibility in Continuous Tour Scheduling
- Modeling Daily Arrivals to a Telephone Call Center
- Service-Level Agreements in Call Centers: Perils and Prescriptions
- Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
- Staffing Multiskill Call Centers via Linear Programming and Simulation
- Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
- Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
- Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands
- FORECAST ERRORS IN SERVICE SYSTEMS
- The value of the stochastic solution in stochastic linear programs with fixed recourse
- Introduction to Stochastic Programming
- Optimal Shift Scheduling with Multiple Break Windows
- Planning and Scheduling in Manufacturing and Services
- The Operator-Scheduling Problem: A Network-Flow Approach
- Improved Implicit Optimal Modeling of the Labor Shift Scheduling Problem
- Elements of Large-Scale Mathematical Programming Part I: Concepts
- Statistical Analysis of a Telephone Call Center
