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Call Center Staffing with Simulation and Cutting Plane Methods

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Cited by:

  1. Sachin Jayaswal & Navneet Vidyarthi, 2017. "Facility location under service level constraints for heterogeneous customers," Annals of Operations Research, Springer, vol. 253(1), pages 275-305, June.
  2. Merve Bodur & James R. Luedtke, 2017. "Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty," Management Science, INFORMS, vol. 63(7), pages 2073-2091, July.
  3. Júlíus Atlason & Marina A. Epelman & Shane G. Henderson, 2008. "Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods," Management Science, INFORMS, vol. 54(2), pages 295-309, February.
  4. Tien Thanh Dam & Thuy Anh Ta & Tien Mai, 2022. "Joint chance-constrained staffing optimization in multi-skill call centers," Journal of Combinatorial Optimization, Springer, vol. 44(1), pages 354-378, August.
  5. Yiting Xing & Ling Li & Zhuming Bi & Marzena Wilamowska‐Korsak & Li Zhang, 2013. "Operations Research (OR) in Service Industries: A Comprehensive Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 30(3), pages 300-353, May.
  6. Jayaswal, Sachin & Vidyarthi, Navneet, 2023. "Multiple allocation hub location with service level constraints for two shipment classes," European Journal of Operational Research, Elsevier, vol. 309(2), pages 634-655.
  7. Tsai, Shing Chih & Fu, Sheng Yang, 2014. "Genetic-algorithm-based simulation optimization considering a single stochastic constraint," European Journal of Operational Research, Elsevier, vol. 236(1), pages 113-125.
  8. Ran Liu & Xiaolan Xie, 2018. "Physician Staffing for Emergency Departments with Time-Varying Demand," INFORMS Journal on Computing, INFORMS, vol. 30(3), pages 588-607, August.
  9. Ingolfsson, Armann & Campello, Fernanda & Wu, Xudong & Cabral, Edgar, 2010. "Combining integer programming and the randomization method to schedule employees," European Journal of Operational Research, Elsevier, vol. 202(1), pages 153-163, April.
  10. Van den Bergh, Jorne & Beliën, Jeroen & De Bruecker, Philippe & Demeulemeester, Erik & De Boeck, Liesje, 2013. "Personnel scheduling: A literature review," European Journal of Operational Research, Elsevier, vol. 226(3), pages 367-385.
  11. Zheng, Xiaojin & Wu, Baiyi & Cui, Xueting, 2017. "Cell-and-bound algorithm for chance constrained programs with discrete distributions," European Journal of Operational Research, Elsevier, vol. 260(2), pages 421-431.
  12. Armann Ingolfsson & Elvira Akhmetshina & Susan Budge & Yongyue Li & Xudong Wu, 2007. "A Survey and Experimental Comparison of Service-Level-Approximation Methods for Nonstationary M(t)/M/s(t) Queueing Systems with Exhaustive Discipline," INFORMS Journal on Computing, INFORMS, vol. 19(2), pages 201-214, May.
  13. Wyean Chan & Ger Koole & Pierre L'Ecuyer, 2014. "Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 544-560, October.
  14. Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
  15. Rahul R. Marathe & Sarah M. Ryan, 2009. "Capacity expansion under a service‐level constraint for uncertain demand with lead times," Naval Research Logistics (NRL), John Wiley & Sons, vol. 56(3), pages 250-263, April.
  16. Ye Wang & Jiafu Tang, 2022. "Optimized skill configuration for the seru production system under an uncertain demand," Annals of Operations Research, Springer, vol. 316(1), pages 445-465, September.
  17. Durai Sundaramoorthi & Victoria Chen & Jay Rosenberger & Seoung Kim & Deborah Buckley-Behan, 2009. "A data-integrated simulation model to evaluate nurse–patient assignments," Health Care Management Science, Springer, vol. 12(3), pages 252-268, September.
  18. Nanjing Jian & Shane G. Henderson, 2020. "Estimating the Probability that a Function Observed with Noise Is Convex," INFORMS Journal on Computing, INFORMS, vol. 32(2), pages 376-389, April.
  19. Robbins, Thomas R. & Harrison, Terry P., 2010. "A stochastic programming model for scheduling call centers with global Service Level Agreements," European Journal of Operational Research, Elsevier, vol. 207(3), pages 1608-1619, December.
  20. Mehmet Tolga Cezik & Pierre L'Ecuyer, 2008. "Staffing Multiskill Call Centers via Linear Programming and Simulation," Management Science, INFORMS, vol. 54(2), pages 310-323, February.
  21. 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.
  22. Najmaddin Akhundov & Nail Tahirov & Christoph H. Glock, 2022. "Optimal Scheduling of Waitstaff with Different Experience Levels at a Restaurant Chain," Interfaces, INFORMS, vol. 52(4), pages 324-343, July.
  23. Vijay Mehrotra & Thomas A. Grossman, 2009. "OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset," Interfaces, INFORMS, vol. 39(4), pages 346-352, August.
  24. Kaan Kuzu & Refik Soyer, 2018. "Bayesian modeling of abandonments in ticket queues," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 499-521, September.
  25. 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.
  26. Zanna Aa & Josée Bloemer & Jörg Henseler, 2015. "Using customer contact centres as relationship marketing instruments," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 185-208, June.
  27. Renato Matta & Timothy J. Lowe, 2023. "Product price alignment with seller service rating and consumer satisfaction," Annals of Operations Research, Springer, vol. 320(2), pages 695-725, January.
  28. J. Michael Harrison & Assaf Zeevi, 2005. "A Method for Staffing Large Call Centers Based on Stochastic Fluid Models," Manufacturing & Service Operations Management, INFORMS, vol. 7(1), pages 20-36, September.
  29. Örmeci, E. Lerzan & Salman, F. Sibel & Yücel, Eda, 2014. "Staff rostering in call centers providing employee transportation," Omega, Elsevier, vol. 43(C), pages 41-53.
  30. Tsai, Shing Chih & Zheng, Ya-Xin, 2013. "A simulation optimization approach for a two-echelon inventory system with service level constraints," European Journal of Operational Research, Elsevier, vol. 229(2), pages 364-374.
  31. Kiygi Calli, M. & Weverbergh, M. & Franses, Ph.H.B.F., 2017. "Call center performance with direct response advertising," Econometric Institute Research Papers EI2017-04, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
  32. 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.
  33. Gianpaolo Ghiani & Emanuele Manni & Antonella Quaranta, 2010. "Shift Scheduling Problem in Same-Day Courier Industry," Transportation Science, INFORMS, vol. 44(1), pages 116-124, February.
  34. Jayaswal, Sachin, 2014. "Priority Service System Optimization under Service Level Constraints," IIMA Working Papers WP2014-08-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
  35. Kiygi-Calli, Meltem & Weverbergh, Marcel & Franses, Philip Hans, 2021. "Forecasting time-varying arrivals: Impact of direct response advertising on call center performance," Journal of Business Research, Elsevier, vol. 131(C), pages 227-240.
  36. Duraikannan Sundaramoorthi & Victoria Chen & Jay Rosenberger & Seoung Kim & Deborah Buckley-Behan, 2010. "A data-integrated simulation-based optimization for assigning nurses to patient admissions," Health Care Management Science, Springer, vol. 13(3), pages 210-221, September.
  37. Raghu Pasupathy, 2010. "On Choosing Parameters in Retrospective-Approximation Algorithms for Stochastic Root Finding and Simulation Optimization," Operations Research, INFORMS, vol. 58(4-part-1), pages 889-901, August.
  38. Sandjai Bhulai & Ger Koole & Auke Pot, 2008. "Simple Methods for Shift Scheduling in Multiskill Call Centers," Manufacturing & Service Operations Management, INFORMS, vol. 10(3), pages 411-420, December.
  39. Shing Chih Tsai & Tse Yang, 2017. "Rapid screening algorithms for stochastically constrained problems," Annals of Operations Research, Springer, vol. 254(1), pages 425-447, July.
  40. Henry Lam, 2019. "Recovering Best Statistical Guarantees via the Empirical Divergence-Based Distributionally Robust Optimization," Operations Research, INFORMS, vol. 67(4), pages 1090-1105, July.
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