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Robust and data-driven approaches to call centers
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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. doi:10.1016/j.ejor.2010.05.040
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Official URL: http://dx.doi.org/10.1016/j.ejor.2010.05.040
Abstract
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 |
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| Journal or Publication Title: | European Journal of Operational Research | ||||
| Publisher: | Elsevier Science BV | ||||
| ISSN: | 0377-2217 | ||||
| Official Date: | 1 December 2010 | ||||
| Dates: |
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| Volume: | 207 | ||||
| Number: | 2 | ||||
| Page Range: | pp. 1072-1085 | ||||
| DOI: | 10.1016/j.ejor.2010.05.040 | ||||
| Status: | Peer Reviewed | ||||
| Publication Status: | Published | ||||
| Access rights to Published version: | Restricted or Subscription Access |
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