Staffing and scheduling optimization in large multiskill call centers is time-consuming, mainly because it requires lengthy simulations to evaluate performance measures and their ...
We present an iterative cutting plane method for minimizing staffing costs in a service system subject to satisfying acceptable service level requirements over multiple time perio...
We use computer simulation to study the performance of alternative real-time delay estimators in heavily loaded multiserver queueing models. These delay estimates may be used to m...
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
Monique H. Jansen-Vullers, Mariska Netjes, Hajo A....
Being the client's first interface, call centres worldwide contain a huge amount of information of all kind under the form of conversational speech. If accessible, this infor...
Martine Garnier-Rizet, Gilles Adda, Frederik Caill...