A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts
TLDR
In this article, a mixed-integer linear programming based solution approach is proposed to solve the shift scheduling problem under uncertain demand forecasts, where forecasting errors are seen as independent normally distributed random variables.About:
This article is published in Computers & Industrial Engineering.The article was published on 2016-06-01 and is currently open access. It has received 16 citations till now. The article focuses on the topics: Stochastic programming & Job shop scheduling.read more
Figures
Table 2: Illustrative example: optimal solutions of problems EDetB and EDetF 
Table 6: Resolution of problem EDetF - instances with σt λt = 1.5 
Table 7: Resolution of problem EDetF - instances with σt λt = 2 
Table 8: Comparison with the sample approximation approach - instances with σt λt = 2 
Figure 2: General risk-cost trade-off analysis 
Table 1: Illustrative example: input data
Citations
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Journal ArticleDOI
Joint chance-constrained staffing optimization in multi-skill call centers
TL;DR: In this article , a joint chance-constrained formulation is proposed to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers.
Proceedings ArticleDOI
Call Centre Shift Schedule Optimisation using Local Search Heuristics
TL;DR: In this paper, the authors present a local search heuristic approach of assigning shifts and day-offs to existing call centre agents using hill climbing, tabu search, and simulated annealing.
DissertationDOI
Understanding and Improving Patient Flow in Outpatient Clinics and Emergency Departments
Journal ArticleDOI
A new mathematical model for determining optimal workforce planning of pilots in an airline company
TL;DR: In this article, a mixed integer programming based mathematical model is proposed to model a workforce-planning problem of pilot roles which include captain and first officer in an airline company and to make an efficient plan having maximal utilization of minimum workforce requirements.
Journal ArticleDOI
A hybrid integer programming and artificial bee colony algorithm for staff scheduling in call centers
Yue Xu,Xiuli Wang +1 more
TL;DR: In this article , a two-stage approach is proposed to tackle the problem, where the former generates preliminary solutions satisfying all the hard constraints, and the latter refines the solutions by fulfilling soft constraints as much as possible.
References
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Journal ArticleDOI
Optimization of conditional value-at-risk
R. T. Rockafellar,S Uryasev +1 more
TL;DR: In this paper, a new approach to optimize or hedging a portfolio of financial instruments to reduce risk is presented and tested on applications, which focuses on minimizing Conditional Value-at-Risk (CVaR) rather than minimizing Value at Risk (VaR), but portfolios with low CVaR necessarily have low VaR as well.
Book
Lectures on Stochastic Programming: Modeling and Theory
TL;DR: The authors dedicate this book to Julia, Benjamin, Daniel, Natan and Yael; to Tsonka, Konstatin and Marek; and to the Memory of Feliks, Maria, and Dentcho.
Journal ArticleDOI
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
TL;DR: This work begins with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations, which identifies important problems that have not been addressed and identifies promising directions for future research.
Journal ArticleDOI
Convex Approximations of Chance Constrained Programs
TL;DR: A large deviation-type approximation, referred to as “Bernstein approximation,” of the chance constrained problem is built that is convex and efficiently solvable and extended to the case of ambiguous chance constrained problems, where the random perturbations are independent with the collection of distributions known to belong to a given convex compact set.
Journal ArticleDOI
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
TL;DR: A survey of the recent literature on call center operations management can be found in this article, where the authors identify a handful of broad themes for future investigation while also pointing out several very specific research opportunities.
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