Staffing and scheduling under nonstationary demand for service: A literature review
M Defraeye, I Van Nieuwenhuyse - Omega, 2016 - Elsevier
Many service systems display nonstationary demand: the number of customers fluctuates
over time according to a stochastic—though to some extent predictable—pattern. To …
over time according to a stochastic—though to some extent predictable—pattern. To …
Modeling and forecasting call center arrivals: A literature survey and a case study
The effective management of call centers is a challenging task, mainly because managers
consistently face considerable uncertainty. One important source of this uncertainty is the …
consistently face considerable uncertainty. One important source of this uncertainty is the …
Stochastic modeling of integrated order fulfillment processes with delivery time promise: Order picking, batching, and last-mile delivery
To guarantee high customer service and short and accurate lead times, many e-commerce
retailers have started to home deliver their customer orders within a few hours or even …
retailers have started to home deliver their customer orders within a few hours or even …
Parametric forecasting and stochastic programming models for call-center workforce scheduling
We develop and test an integrated forecasting and stochastic programming approach to
workforce management in call centers. We first demonstrate that parametric forecasts …
workforce management in call centers. We first demonstrate that parametric forecasts …
[PDF][PDF] Multiskilled personnel assignment problem under uncertain demand: A benchmarking analysis
The personnel assignment problem in different service industries aims to minimize the staff
surplus/shortage costs. However, uncertainty in the staff demand challenges the …
surplus/shortage costs. However, uncertainty in the staff demand challenges the …
Staffing and scheduling flexible call centers by two-stage robust optimization
S Mattia, F Rossi, M Servilio, S Smriglio - Omega, 2017 - Elsevier
We study the shift scheduling problem in a multi-shift, flexible call center. Differently from
previous approaches, the staffing levels ensuring the desired quality of service are …
previous approaches, the staffing levels ensuring the desired quality of service are …
Risk control for staff planning in e-commerce warehouses
Internet sale supply chains often need to fulfil quickly small orders for many customers. The
resulting high demand and planning uncertainties pose new challenges for e-commerce …
resulting high demand and planning uncertainties pose new challenges for e-commerce …
On the modeling and forecasting of call center arrivals
R Ibrahim, N Regnard, P L'Ecuyer… - Proceedings of the 2012 …, 2012 - ieeexplore.ieee.org
We review and discuss the key issues in building statistical models for the call arrival
process in telephone call centers, and then we survey and compare various types of models …
process in telephone call centers, and then we survey and compare various types of models …
Staff optimization for time-dependent acute patient flow
The emergency department is a key element of acute patient flow, but due to high demand
and an alternating rate of arriving patients, the department is often challenged by insufficient …
and an alternating rate of arriving patients, the department is often challenged by insufficient …
A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts
M Excoffier, C Gicquel, O Jouini - Computers & Industrial Engineering, 2016 - Elsevier
We consider a workforce management problem arising in call centers, namely the shift-
scheduling problem. It consists in determining the number of agents to be assigned to a set …
scheduling problem. It consists in determining the number of agents to be assigned to a set …