Robust and Data-Driven Approaches to Call Centers
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 res...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Article |
| Language: | en_US |
| Published: |
Elsevier B.V.
2012
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| Online Access: | http://hdl.handle.net/1721.1/71669 https://orcid.org/0000-0002-1985-1003 |