Sciweavers

Share
EOR
2010

Robust and data-driven approaches to call centers

8 years 3 months ago
Robust and data-driven approaches to call centers
We propose both robust and data-driven approaches to a fluid model of call centers that incorporates random arrival rates with abandonment to determine staff levels and dynamic routing policies. Resulting models are tested with real data obtained from the call center of a US bank. Computational results show that the robust fluid model is significantly more tractable as compared to the data-driven one and producing better solutions to call centers in most experiments.
Dimitris Bertsimas, Xuan Vinh Doan
Added 10 Dec 2010
Updated 10 Dec 2010
Type Journal
Year 2010
Where EOR
Authors Dimitris Bertsimas, Xuan Vinh Doan
Comments (0)
books