A logistic regression and linear programming approach for multi-skill staffing optimization in call centers
We study a staffing optimization problem in multi-skill call centers. The objective is to minimize the total cost of agents under some quality of service (QoS) constraints. The key challenge lies in the fact that the QoS functions have no closed-form and need to be approximated by simulation. In thi...
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| Main Authors: | , , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2022
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/sis_research/7308 https://ink.library.smu.edu.sg/context/sis_research/article/8311/viewcontent/WSC2022_R2.pdf |
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| Institution: | Singapore Management University |
| Language: | English |