A Stochastic Programming Approach for Staffing and Scheduling Call Centers with Uncertain Demand Forecasts.
Mathilde ExcoffierCéline GicquelOualid JouiniAbdel LisserPublished in: ICORES (2014)
Keyphrases
- call center
- stochastic programming
- uncertain demand
- service level
- supply chain
- multistage
- demand uncertainty
- linear program
- arrival rate
- asymptotically optimal
- scheduling problem
- service quality
- customer service
- robust optimization
- heavy traffic
- lead time
- queue length
- service times
- supply chain management
- resource allocation
- linear programming
- reinforcement learning
- steady state
- quality of service
- optimal solution