An interpolation approximation for the mean workload in a GI/G/1 queue
Operations Research
Implicit modeling of flexible break assignments in optimal shift scheduling
Management Science
Asymptotic formulas for Markov processes with applications to simulation
Operations Research
Personnel Tour Scheduling When Starting-Time Restrictions Are Present
Management Science
Computers and Intractability: A Guide to the Theory of NP-Completeness
Computers and Intractability: A Guide to the Theory of NP-Completeness
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Engineering Solution of a Basic Call-Center Model
Management Science
Should we model dependence and nonstationarity, and if so how?
WSC '05 Proceedings of the 37th conference on Winter simulation
Using simulation to predict market behavior for outbound call centers
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Forecast errors in service systems
Probability in the Engineering and Informational Sciences
Does the Erlang C model fit in real call centers?
Proceedings of the Winter Simulation Conference
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Inbound call center operations are challenging to manage, in large part because there is considerable uncertainty in estimates of arrival rates, which vary over time. We have developed a general purpose simulation model for inbound call center operations which supports time varying and uncertain arrival rates along with variable staffing. We outline the conceptual and technical design of the simulation model. We then define and conduct an initial experiment that uses the model to evaluate the impact of arrival rate uncertainty on call center performance. We find that arrival rate uncertainty creates significant planning challenges for managers attempting to satisfy tight performance targets, particularly one-sided performance measures. We also find that abandonment rate has a major impact on call center performance.