SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera
Author
Abstract
Suggested Citation
DOI: 10.1287/inte.2014.0763
Download full text from publisher
References listed on IDEAS
- James W. Taylor, 2008. "A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center," Management Science, INFORMS, vol. 54(2), pages 253-265, February.
- van Dijk, Nico M. & van der Sluis, Erik, 2006. "Check-in computation and optimization by simulation and IP in combination," European Journal of Operational Research, Elsevier, vol. 171(3), pages 1152-1168, June.
- 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.
- Linda V. Green & Peter J. Kolesar & João Soares, 2001. "Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands," Operations Research, INFORMS, vol. 49(4), pages 549-564, August.
- Kabak, Ozgur & Ulengin, Fusun & Aktas, Emel & Onsel, Sule & Topcu, Y. Ilker, 2008. "Efficient shift scheduling in the retail sector through two-stage optimization," European Journal of Operational Research, Elsevier, vol. 184(1), pages 76-90, January.
- 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.
- Ernst, A. T. & Jiang, H. & Krishnamoorthy, M. & Sier, D., 2004. "Staff scheduling and rostering: A review of applications, methods and models," European Journal of Operational Research, Elsevier, vol. 153(1), pages 3-27, February.
- Blochliger, Ivo, 2004. "Modeling staff scheduling problems. A tutorial," European Journal of Operational Research, Elsevier, vol. 158(3), pages 533-542, November.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Sanjay L. Ahire, 2023. "McLeod Health Optimizes Staffing for Patient Room Cleaning," Interfaces, INFORMS, vol. 53(2), pages 155-168, March.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- 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.
- 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.
- Smirnov, Dmitry & Huchzermeier, Arnd, 2020. "Analytics for labor planning in systems with load-dependent service times," European Journal of Operational Research, Elsevier, vol. 287(2), pages 668-681.
- 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.
- 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.
- 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.
- Schwarz, Justus Arne & Selinka, Gregor & Stolletz, Raik, 2016. "Performance analysis of time-dependent queueing systems: Survey and classification," Omega, Elsevier, vol. 63(C), pages 170-189.
- Izady, Navid & Worthington, Dave, 2012. "Setting staffing requirements for time dependent queueing networks: The case of accident and emergency departments," European Journal of Operational Research, Elsevier, vol. 219(3), pages 531-540.
- Albrecht, Tobias & Rausch, Theresa Maria & Derra, Nicholas Daniel, 2021. "Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting," Journal of Business Research, Elsevier, vol. 123(C), pages 267-278.
- Oyku Ahipasaoglu & Nesim Erkip & Oya Ekin Karasan, 2019. "The venue management problem: setting staffing levels, shifts and shift schedules at concession stands," Journal of Scheduling, Springer, vol. 22(1), pages 69-83, February.
- Brucker, Peter & Qu, Rong & Burke, Edmund, 2011. "Personnel scheduling: Models and complexity," European Journal of Operational Research, Elsevier, vol. 210(3), pages 467-473, May.
- 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.
- Jaime Miranda & Pablo A. Rey & Antoine Sauré & Richard Weber, 2018. "Metro Uses a Simulation-Optimization Approach to Improve Fare-Collection Shift Scheduling," Interfaces, INFORMS, vol. 48(6), pages 529-542, November.
- 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.
- G Erdoğan & E Erkut & A Ingolfsson & G Laporte, 2010. "Scheduling ambulance crews for maximum coverage," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(4), pages 543-550, April.
- Samantha L. Zimmerman & Alexander R. Rutherford & Alexa Waall & Monica Norena & Peter Dodek, 2023. "A queuing model for ventilator capacity management during the COVID-19 pandemic," Health Care Management Science, Springer, vol. 26(2), pages 200-216, June.
- 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.
- 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.
- Yue Zhang & Martin L. Puterman & Matthew Nelson & Derek Atkins, 2012. "A Simulation Optimization Approach to Long-Term Care Capacity Planning," Operations Research, INFORMS, vol. 60(2), pages 249-261, April.
- Chapados, Nicolas & Joliveau, Marc & L’Ecuyer, Pierre & Rousseau, Louis-Martin, 2014. "Retail store scheduling for profit," European Journal of Operational Research, Elsevier, vol. 239(3), pages 609-624.
More about this item
Keywords
customer relations management; staff management; forecasting; integer linear programming;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orinte:v:44:y:2014:i:5:p:461-479. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.