A stochastic programming model for scheduling call centers with global Service Level Agreements

European Journal of Operational Research

Volumn 207, Issue 3, 2010, Pages 1608-1619

  Robbins, Thomas R ^a,b   Harrison, Terry P ^a,b  

^a EAST CAROLINA UNIVERSITY   (United States)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Call centers; OR in manpower planning; Scheduling; Stochastic programming

Indexed keywords

ARRIVAL RATES; CALL CENTERS; DETERMINISTIC PROGRAMS; DISTINCTIVE FEATURES; EXPECTED COSTS; GLOBAL SERVICES; MANAGEMENT DECISIONS; MANPOWER PLANNING; MIXED-INTEGER; OPTIMAL SCHEDULE; OPTIMIZATION PROGRAMS; SERVICE LEVEL AGREEMENTS; STAFF SCHEDULING; STOCHASTIC FORMULATION; STOCHASTIC PROGRAMMING MODEL; TECHNICAL SUPPORT SERVICES;

INTEGER PROGRAMMING; NETWORK ARCHITECTURE; OPTIMIZATION; PLANNING; QUALITY OF SERVICE; RISK ANALYSIS; RISK MANAGEMENT; SCHEDULING; STOCHASTIC PROGRAMMING; STOCHASTIC SYSTEMS;

STOCHASTIC MODELS;

EID: 77957709701     PISSN: 03772217     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ejor.2010.06.013     Document Type: Article

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