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The three stages of workforce optimisation: Moving beyond the industry standard

Author

Listed:
  • Crisp, Dakota

    (Data Scientist, RXA, USA)

  • Brown, Jess

    (Senior Data Scientist, RXA, USA)

  • Claucherty, Jack

    (Data Scientist, RXA, USA)

  • Busteed, Davis

    (Senior Data Scientist, RXA, USA)

  • Schultz, Anna

    (Marketing Coordinator, RXA, USA)

  • Prantner, Jonathan

    (Chief Analytics Officer and co-founder, RXA, USA)

Abstract

Erlang-C has long been the industry standard for call centre staffing. As callcentres evolve and staffing concerns move to other industries, the standard methodsdon’t always work as expected. While traditional scheduling methods focused ontranslating historic demand into staffing needs, the estimation of demand and thelogistics of scheduling employees have not always been equally considered. Through theanalysis of multiple use cases from distinct industries, this approach evaluates all threestages of workforce optimisation and explores the gap between theory and reality.

Suggested Citation

  • Crisp, Dakota & Brown, Jess & Claucherty, Jack & Busteed, Davis & Schultz, Anna & Prantner, Jonathan, 2022. "The three stages of workforce optimisation: Moving beyond the industry standard," Applied Marketing Analytics: The Peer-Reviewed Journal, Henry Stewart Publications, vol. 8(1), pages 26-36, June.
    • Handle: RePEc:aza:ama000:y:2022:v:8:i:1:p:26-36
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    More about this item

    Keywords

    optimisation; staffing; call centres; ensemble learning; Erlang-C; automotive; forecasting;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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