27 search results - page 1 / 6 » A simulation based scheduling model for call centers with un... |
WSC
2008
13 years 6 months ago
2008
In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. The first cut schedule can be developed in less than a mi...
WSC
2007
13 years 7 months ago
2007
Inbound call center operations are challenging to manage; there is considerable uncertainty in estimates of arrival rates, and the operation is often subject to strict service lev...
WSC
2008
13 years 6 months ago
2008
Staffing and scheduling optimization in large multiskill call centers is time-consuming, mainly because it requires lengthy simulations to evaluate performance measures and their ...
WSC
2007
13 years 6 months ago
2007
In this paper we depart from a set of simple assumptions regarding the behavior of a pool of customers associated with an enterprise’s contact center. We assume that the pool of...
WSC
2008
13 years 6 months ago
2008
Traditionally call centres were based on circuit-switched systems. But with the advancement of communication technologies, call centres have shifted to packet-switched systems. Th...