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Communication Dans Un Congrès Année : 2013

Stochastic programming approaches for staffing in call centers with uncertain forecasts

Résumé

Call centers are essential infrastructures but loom large in a company budget. An important way to reduce costs is the staffing optimization: how many agents should be hired to minimize costs without penalizing the expected Quality of Service? We model a call-center after a queueing system and consider the distribution of arrival times as a computed forecast subjected to uncertainty. We chose a stochastic programming approach to propose a staffing solution, first with a disjoint chance-constraint formulation and then with a joint chance-constraint formulation. Preliminary results are given.
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Dates et versions

hal-00948475 , version 1 (18-02-2014)

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  • HAL Id : hal-00948475 , version 1

Citer

Mathilde Excoffier, Céline Gicquel, Oualid Jouini, Abdel Lisser. Stochastic programming approaches for staffing in call centers with uncertain forecasts. 26th European conference on Operational Research (EURO 2013), Jul 2013, Italy. ⟨hal-00948475⟩
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