A method for staffing large call centers based on stochastic fluid models

Manufacturing and Service Operations Management

Volumn 7, Issue 1, 2005, Pages 20-36

  Harrison, J Michael ^a   Zeevi, Assaf ^b  

^a STANFORD UNIVERSITY   (United States)

^b Och Spine at New York Presbyterian Hospitals   (United States)

Author keywords

Call centers; Capacity sizing; Fluid analysis; Multidimensional newsvendor; Nonstationarity; Queueing; Random environment; Stochastic programming

Indexed keywords

CALL CENTERS; CAPACITY SIZING; FLUID ANALYSIS; RANDOM ENVIRONMENT;

COMPUTER SIMULATION; COSTS; FLUID MECHANICS; LINEAR PROGRAMMING; MONTE CARLO METHODS; RANDOM PROCESSES;

OPERATIONS RESEARCH;

EID: 25144466539     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1040.0052     Document Type: Article

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