Simulation Modeling and Analysis
Simulation Modeling and Analysis
An Object-Oriented Random-Number Package with Many Long Streams and Substreams
Operations Research
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
Proceedings of the 35th conference on Winter simulation: driving innovation
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
WSC '05 Proceedings of the 37th conference on Winter simulation
An Introduction to Copulas (Springer Series in Statistics)
An Introduction to Copulas (Springer Series in Statistics)
A Staffing Algorithm for Call Centers with Skill-Based Routing
Manufacturing & Service Operations Management
Partial cross training in call centers with uncertain arrivals and global service level agreements
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Representing and generating uncertainty effectively
Winter Simulation Conference
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The effect on multiskill call-center performance of pooling dependent call types is investigated. For this purpose, a copula-based modeling approach is used to provide multivariate models that take into account the call types' asymmetric dependence structures found in empirical data. Then, the realistic input models of the call-type-dependent arrival processes are used in a simulation study to explore the sensitivity of the pooling decision to this dependence. We find that the widely used assumption of independence, as well as the misspecification of the dependence structure, can lead to substantial misestimation of call-center performance. This demonstrates the importance of modeling call-type dependence in stochastic simulation studies of call centers. We also show, through case studies, that pooling two asymmetric left-tail-dependent call types is more likely to lead to low agents occupancy; whereas the presence of right-tail dependence structure increases the risk of service-level shortfall. This work provides new managerial insights to improve decision making in determining which call types to merge in the same pool in multiskill call centers.