Staffing a call center with uncertain non-stationary arrival rate and flexibility
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DOI: 10.1007/s00291-011-0257-0
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Cited by:
- Ibrahim, Rouba & Ye, Han & L’Ecuyer, Pierre & Shen, Haipeng, 2016. "Modeling and forecasting call center arrivals: A literature survey and a case study," International Journal of Forecasting, Elsevier, vol. 32(3), pages 865-874.
- Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2016. "Staffing and scheduling under nonstationary demand for service: A literature review," Omega, Elsevier, vol. 58(C), pages 4-25.
- Heemskerk, M. & Mandjes, M. & Mathijsen, B., 2022. "Staffing for many-server systems facing non-standard arrival processes," European Journal of Operational Research, Elsevier, vol. 296(3), pages 900-913.
- Ta, Thuy Anh & Chan, Wyean & Bastin, Fabian & L’Ecuyer, Pierre, 2021. "A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty," European Journal of Operational Research, Elsevier, vol. 293(3), pages 966-979.
- Wang, Haiyan & Olsen, Tava Lennon & Liu, Guiqing, 2018. "Service capacity competition with peak arrivals and delay sensitive customers," Omega, Elsevier, vol. 77(C), pages 80-95.
- Andersen, Anders Reenberg & Nielsen, Bo Friis & Reinhardt, Line Blander & Stidsen, Thomas Riis, 2019. "Staff optimization for time-dependent acute patient flow," European Journal of Operational Research, Elsevier, vol. 272(1), pages 94-105.
- Raj, G. & Roy, D. & de Koster, R. & Bansal, V., 2024. "Stochastic modeling of integrated order fulfillment processes with delivery time promise: Order picking, batching, and last-mile delivery," European Journal of Operational Research, Elsevier, vol. 316(3), pages 1114-1128.
- Mattia, Sara & Rossi, Fabrizio & Servilio, Mara & Smriglio, Stefano, 2017. "Staffing and scheduling flexible call centers by two-stage robust optimization," Omega, Elsevier, vol. 72(C), pages 25-37.
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Keywords
Call centers; Uncertain arrival rate parameters; Staffing; Newsboy model; Stochastic programming; Robust programming;All these keywords.
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