Robust and data-driven approaches to call centers

DOI10.1016/J.EJOR.2010.05.040zbMATH Open1206.90021OpenAlexW1973232750MaRDI QIDQ992722FDOQ992722

Authors: Xuan Vinh Doan, Dimitris Bertsimas 

Publication date: 9 September 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.2010.05.040

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zbMATH Keywords

linear programmingrobust optimizationfluid modeldata-driven approachcall center: staffing and routing

Mathematics Subject Classification ID

Communication networks in operations research (90B18) Special problems of linear programming (transportation, multi-index, data envelopment analysis, etc.) (90C08)

Cites Work

• Stochastic Dominance
• A Robust Optimization Approach to Inventory Theory
• Statistical Analysis of a Telephone Call Center
• On a data-driven method for staffing large call centers
• Title not available (Why is that?)

Cited In (11)

• Staffing large-scale service systems with distributional uncertainty
• On a data-driven method for staffing large call centers
• Title not available (Why is that?)
• Staffing a call center with uncertain non-stationary arrival rate and flexibility
• A data-driven methodology for evaluating and optimizing call center IVRs
• Recent advances in robust optimization: an overview
• Statistical inference for \(M_t/G/ Infinity\) queueing systems under incomplete observations
• A stochastic inventory model of COVID-19 and robust, real-time identification of carriers at large and infection rate via asymptotic laws
• Managing flexibility: optimal sizing and scheduling of flexible servers
• Integrated facility location and production scheduling in multi-generation energy systems
• Performance approximation for time-dependent queues with generally distributed abandonments

Uses Software

• DATA-MOCCA

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