List of notations Preface to the second edition Preface to the first edition 1. Stochastic programming models 2. Two-stage problems 3. Multistage problems 4. Optimization models with probabilistic constraints 5. Statistical inference 6. Risk averse optimization 7. Background material 8. Bibliographical remarks Bibliography Index.

Lectures on Stochastic Programming: Modeling and Theory

Latin hypercube sampling and the propagation of uncertainty in analyses of complex systems

In this chapter we discuss Monte Carlo sampling methods for solving large scale stochastic programming problems We concentrate on the “exterior” approach where a random sample is generated outside of an optimization procedure, and then the constructed, so-called sample average approximation (SAA), problem is solved by an appropriate deterministic algorithm We study statistical properties of the obtained SAA estimators The developed statistical inference is incorporated into validation analysis and error estimation We describe some variance reduction techniques which may enhance convergence of sampling based estimates We also discuss difficulties in extending this methodology to multistage stochastic programming Finally, we briefly discuss the SAA method applied to stochastic generalized equations and variational inequalities

Monte Carlo Sampling Methods

A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose the service process into three fundamental components: arrivals, customer patience, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these techniques is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique ...

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Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Call centers have been a fertile area for operations management researchers in several domains, including forecasting, capacity planning, queueing, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the operational challenges faced by call center managers have become more complicated. Issues associated with human resources management, sales, and marketing have also become increasingly relevant to call center operations and associated academic research.

In this paper, we provide a survey of the recent literature on call center operations management. Along with traditional research areas, we pay special attention to new management challenges that have been caused by emerging technologies, to behavioral issues associated with both call center agents and customers, and to the interface between call center operations and sales and marketing. We identify a handful of broad themes for future investigation while also pointing out several very specific research opportunities.

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The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

We develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time interval, a time-varying arrival intensity over the course of a day, and nonzero correlation between the arrival counts in different periods within the same day. For each of the new models, we characterize the joint distribution of the vector of arrival counts, with particular focus on characterizing how the new models are more flexible than standard or previously proposed models. We report empirical results from a study on arrival data from a real-life call center, including the essential features of the arrival process, the goodness of fit of the estimated models, and the sensitivity of various simulated performance measures of the call center to the choice of arrival process model.

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Modeling Daily Arrivals to a Telephone Call Center

We develop and evaluate time-series models of call volume to the emergency medical service of a major Canadian city. Our objective is to offer simple and effective models that could be used for realistic simulation of the system and for forecasting daily and hourly call volumes. Notable features of the analyzed time series are: a positive trend, daily, weekly, and yearly seasonal cycles, special-day effects, and positive autocorrelation. We estimate models of daily volumes via two approaches: (1) autoregressive models of data obtained after eliminating trend, seasonality, and special-day effects; and (2) doubly-seasonal ARIMA models with special-day effects. We compare the estimated models in terms of goodness-of-fit and forecasting accuracy. We also consider two possibilities for the hourly model: (3) a multinomial distribution for the vector of number of calls in each hour conditional on the total volume of calls during the day and (4) fitting a time series to the data at the hourly level. For our data, (1) and (3) are superior.

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The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta

http://www-labs.iro.umontreal.ca/~chanwyea/publications/scheduling.pdf

Optimizing daily agent scheduling in a multiskill call center

https://www.iro.umontreal.ca/~lecuyer/myftp/papers/ctmc1.pdf

Markov chain models of a telephone call center with call blending

We develop and study efficient Monte Carlo algorithms for pricing path-dependent options with the variance gamma model. The key ingredient is difference-of-gamma bridge sampling, based on the representation of a variance gamma process as the difference of two increasing gamma processes. For typical payoffs, we obtain a pair of estimators (named low and high) with expectations that (1) are monotone along any such bridge sampler, and (2) contain the continuous-time price. These estimators provide pathwise bounds on unbiased estimators that would be more expensive (infinitely expensive in some situations) to compute. By using these bounds with extrapolation techniques, we obtain significant efficiency improvements by work reduction. We then combine the gamma bridge sampling with randomized quasi--Monte Carlo to reduce the variance and thus further improve the efficiency. We illustrate the large efficiency improvements on numerical examples for Asian, lookback, and barrier options.

Athanassios N. Avramidis

Papers

Modeling Daily Arrivals to a Telephone Call Center

The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta

Optimizing daily agent scheduling in a multiskill call center

Markov chain models of a telephone call center with call blending

Efficient Monte Carlo and Quasi--Monte Carlo Option Pricing Under the Variance Gamma Model