Staffing call centers with uncertain demand forecasts: A chance-constrained optimization approach

Management Science

Volumn 56, Issue 7, 2010, Pages 1093-1115

  Gurvich, Itai ^a   Luedtke, James ^b   Tezcan, Tolga ^c  

^a NORTHWESTERN UNIVERSITY   (United States)

^b Wisconsin Electric Machines and Power Electronics Consortium   (United States)

^c UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

Author keywords

Call centers; Chance constrained optimization; Queueing

Indexed keywords

ARRIVAL RATES; CALL CENTERS; CHANCE CONSTRAINT; CHANCE-CONSTRAINED; DEMAND RATES; FINITE NUMBER; FIRST-ORDER; HIGH PROBABILITY; OPTIMAL STAFFING; OPTIMAL STAFFING LEVEL; OPTIMIZATION APPROACH; PERFORMANCE CONSTRAINTS; PLANNING PROBLEM; QOS CONSTRAINTS; SOLUTION APPROACH; STAFFING CALL CENTERS; UNCERTAIN DEMAND;

ENTERPRISE RESOURCE MANAGEMENT; FUZZY CONTROL; HUMAN RESOURCE MANAGEMENT; PERSONNEL SELECTION;

CONSTRAINED OPTIMIZATION;

EID: 77954867901     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1100.1173     Document Type: Article

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