Joint chance-constrained staffing optimization in multi-skill call centers

Joint chance-constrained staffing optimization in multi-skill call centers

This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the...

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Bibliographic Details
Main Authors: DAM, Tien Thanh, TA, Thuy Anh, MAI, Tien
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2022
Subjects:
Call center
Staffing optimization
Joint chance constraint
Cutting plane
Concave-identification
Artificial Intelligence and Robotics
Operations and Supply Chain Management
Operations Research, Systems Engineering and Industrial Engineering
Online Access:https://ink.library.smu.edu.sg/sis_research/6954
https://ink.library.smu.edu.sg/context/sis_research/article/7957/viewcontent/JointChance_constrained_av.pdf
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Institution: Singapore Management University
Language: English

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https://ink.library.smu.edu.sg/sis_research/6954
https://ink.library.smu.edu.sg/context/sis_research/article/7957/viewcontent/JointChance_constrained_av.pdf

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