Staffing multiskill call centers via linear programming and simulation
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- Mathematical models and solution approach for cross-training staff scheduling at call centers
- Piecewise linear model for multiskilled workforce scheduling problems considering learning effect and project quality
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- A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
- Joint chance-constrained staffing optimization in multi-skill call centers
- On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling
- A simulation optimization approach for a two-echelon inventory system with service level constraints
- An integer programming approach for scheduling inbound calls in call centres
- Optimal selection of contracts and work shifts in multi-skill call centers
- Genetic-algorithm-based simulation optimization considering a single stochastic constraint
- Optimizing call center staffing using simulation and analytic center cutting-plane methods
- Calibrating cross-training to meet demand mix variation and employee absence
- A simulation-based decision support system for a multi-echelon inventory problem with service level constraints
- A branch-and-bound algorithm for shift scheduling with stochastic nonstationary demand
- DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
- Variance bounds and existence results for randomly shifted lattice rules
- Approximate dynamic programming techniques for skill-based routing in call centers
- A normal copula model for the arrival process in a call center
- Nonlinear programming problem for an M-design multi-skill call center with impatience based on queueing model method
- Optimal call center forecasting and staffing
- Simulation optimization: a review and exploration in the new era of cloud computing and big data
- A stochastic programming model for scheduling call centers with global service level agreements
- Inhomogeneous CTMC birth-and-death models solved by uniformization with steady-state detection
- The problem of scheduling for call-centre operators
- Synergistic modeling of call center operations
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