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We consider a workforce management problem arising in call centers, namely the shift-scheduling problem. It consists in determining the number of agents to be assigned to a set of predefined shifts so as to optimize the trade-off between manpower cost and customer quality of service. We focus on explicitly taking into account in the shift-scheduling problem the uncertainties in the future call arrival...
We consider a call center staffing problem with two types of customers of which the arrival rates are allowed to be a random and non-stationary. In order to efficiently cope with such random workload fluctuations, the workforce presents some flexibility: the agents can be, in real-time, affected to each type of customers according to the instantaneously observed workload and the associated/relative...
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