Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
Interday Forecasting and Intraday Updating of Call Center Arrivals
Manufacturing & Service Operations Management
A large neighbourhood search approach to the multi-activity shift scheduling problem
Journal of Heuristics
Constraint programming based column generation for employee timetabling
CPAIOR'05 Proceedings of the Second international conference on Integration of AI and OR Techniques in Constraint Programming for Combinatorial Optimization Problems
Optimizing the unlimited shift generation problem
EvoApplications'12 Proceedings of the 2012t European conference on Applications of Evolutionary Computation
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We address the problem of retail store sales personnel scheduling by casting it in terms of an expected operating income maximization. In this framework, salespeople are no longer only responsible for operating costs, but also contribute to operating revenue. We model the marginal impact of an additional staff by making use of historical sales and payroll data, conditioned on a store-, date- and time-dependent traffic forecast. The expected revenue and its uncertainty are then fed into a constraint program which builds an operational schedule maximizing the expected operating income. A case study with a medium-sized retailer suggests that revenue increases of 7% and operating income increases of 3% are possible with the approach.