Robust and data-driven approaches to call centers
Bertsimas, Dimitris and Doan, Xuan Vinh. (2010) Robust and data-driven approaches to call centers. European Journal of Operational Research, 207 (2). pp. 1072-1085. ISSN 0377-2217Full text not available from this repository.
Official URL: http://dx.doi.org/10.1016/j.ejor.2010.05.040
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. We test the resulting models 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 produces overall better solutions to call centers in most experiments.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor|
|Divisions:||Faculty of Social Sciences > Warwick Business School > Operational Research & Management Sciences
Faculty of Social Sciences > Warwick Business School
|Journal or Publication Title:||European Journal of Operational Research|
|Publisher:||Elsevier Science BV|
|Official Date:||1 December 2010|
|Page Range:||pp. 1072-1085|
|Access rights to Published version:||Restricted or Subscription Access|
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