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Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods

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Cited by:

  1. 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.
  2. Rezapour, Shabnam & Srinivasan, Ramakrishnan & Tew, Jeffrey & Allen, Janet K. & Mistree, Farrokh, 2018. "Correlation between strategic and operational risk mitigation strategies in supply networks," International Journal of Production Economics, Elsevier, vol. 201(C), pages 225-248.
  3. 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.
  4. 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.
  5. Onggo, S. & Pidd, M. & Soopramanien, D. & Worthington, D.J., 2012. "Behavioural modelling of career progression in the European Commission," European Journal of Operational Research, Elsevier, vol. 222(3), pages 632-641.
  6. 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.
  7. Raik Stolletz, 2022. "Optimization of time-dependent queueing systems," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 481-483, April.
  8. Kleijnen, J.P.C. & van Beers, W.C.M. & van Nieuwenhuyse, I., 2008. "Constrained Optimization in Simulation : A Novel Approach," Discussion Paper 2008-95, Tilburg University, Center for Economic Research.
  9. 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.
  10. 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.
  11. Yixin Diao & Aliza Heching & David Northcutt & Rodney Wallace, 2015. "Service-Delivery Modeling and Optimization," Interfaces, INFORMS, vol. 45(3), pages 243-259, June.
  12. 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.
  13. Tevfik Aktekin & Tahir Ekin, 2016. "Stochastic call center staffing with uncertain arrival, service and abandonment rates: A Bayesian perspective," Naval Research Logistics (NRL), John Wiley & Sons, vol. 63(6), pages 460-478, September.
  14. 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.
  15. Ekin, Tahir & Aktekin, Tevfik, 2021. "Decision making under uncertain and dependent system rates in service systems," European Journal of Operational Research, Elsevier, vol. 291(1), pages 335-348.
  16. 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.
  17. 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.
  18. Boris N. Oreshkin & Nazim Réegnard & Pierre L’Ecuyer, 2016. "Rate-Based Daily Arrival Process Models with Application to Call Centers," Operations Research, INFORMS, vol. 64(2), pages 510-527, April.
  19. 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.
  20. 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.
  21. René Bekker & Dennis Moeke & Bas Schmidt, 2019. "Keeping pace with the ebbs and flows in daily nursing home operations," Health Care Management Science, Springer, vol. 22(2), pages 350-363, June.
  22. 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.
  23. 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.
  24. 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.
  25. Daniele Vigo & Claudio Caremi & Angelo Gordini & Sandro Bosso & Giuseppe D’Aleo & Beatrice Beleggia, 2014. "SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera," Interfaces, INFORMS, vol. 44(5), pages 461-479, October.
  26. 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.
  27. 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.
  28. Itai Gurvich & James Luedtke & Tolga Tezcan, 2010. "Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach," Management Science, INFORMS, vol. 56(7), pages 1093-1115, July.
  29. 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.
  30. 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.
  31. Yuan Yuan & Zukui Li & Biao Huang, 2017. "Robust optimization approximation for joint chance constrained optimization problem," Journal of Global Optimization, Springer, vol. 67(4), pages 805-827, April.
  32. B. K. Pagnoncelli & S. Ahmed & A. Shapiro, 2009. "Sample Average Approximation Method for Chance Constrained Programming: Theory and Applications," Journal of Optimization Theory and Applications, Springer, vol. 142(2), pages 399-416, August.
  33. 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.
  34. Kleijnen, Jack P.C. & Beers, Wim van & Nieuwenhuyse, Inneke van, 2010. "Constrained optimization in expensive simulation: Novel approach," European Journal of Operational Research, Elsevier, vol. 202(1), pages 164-174, April.
  35. Weiwei Chen & Siyang Gao & Wenjie Chen & Jianzhong Du, 2023. "Optimizing resource allocation in service systems via simulation: A Bayesian formulation," Production and Operations Management, Production and Operations Management Society, vol. 32(1), pages 65-81, January.
  36. Christopher Dance & Alexei Gaivoronski, 2012. "Stochastic optimization for real time service capacity allocation under random service demand," Annals of Operations Research, Springer, vol. 193(1), pages 221-253, March.
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