A Practice-Oriented Overview of Call Center Workforce Planning

Ger M. Koole · Siqiao Li

17 citations0/0 files storedStochastic Systems

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Abstract

We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management and for researchers interested in practically relevant science.

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References

n.d.Forecasting principles and practice 2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2005Statistical Analysis of a Telephone Call Center 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule 2014When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity 2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

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