Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited

References

• Aksin Z., Armony M., Mehrotra V. The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management (2007) 16(6):665–688Crossref, Google Scholar
• Avramidis A. N., Deslauriers A., L'Ecuyer P. Modeling daily arrivals to a telephone call center. Management Sci. (2004) 50(7):896–908Link, Google Scholar
• Bassamboo A., Randhawa R. S. On the accuracy of fluid models for capacity sizing in queueing systems with impatient customers. Oper. Res. (2010) . ForthcomingLink, Google Scholar
• Bassamboo A., Zeevi A. On a data-driven method for staffing large call centers. Oper. Res. (2009) 57(3):714–726Link, Google Scholar
• Bassamboo A., Harrison J. M., Zeevi A. Design and control of a large call center: Asymptotic analysis of an LP-based method. Oper. Res. (2006) 54(3):419–435Link, Google Scholar
• Bassamboo A., Randhawa R. S., Zeevi A. Near optimality of priority policies in parallel server queueing networks. (2010) . Working paper, Northwestern University, Evanston, ILGoogle Scholar
• Borst S., Mandelbaum A., Reiman M. I. Dimensioning large call centers. Oper. Res. (2004) 52(1):17–34Link, Google Scholar
• Brown L., Gans N., Mandelbaum A., Sakov A., Shen H., Zeltyn S., Zhao L. Statistical analysis of a telephone call center. J. Amer. Statist. Assoc. (2005) 100(469):36–50Crossref, Google Scholar
• Chen B. P. K., Henderson S. G. Two issues in setting call centre staffing levels. Ann. Oper. Res. (2001) 108(1):175–192Crossref, Google Scholar
• Erlang A. K. Solution of some problems in the theory of probabilities of significance in automatic telephone exchanges. Electroteknikeren (1917) 13:5–13Google Scholar
• Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141Link, Google Scholar
• Garnett O., Mandelbaum A., Reiman M. Designing a call center with impatient customers. Manufacturing Service Oper. Management (2002) 4(3):208–227Link, Google Scholar
• Gurvich I., Whitt W. Service-level differentiation in many-server service systems via queue-ratio routing. Oper. Res. (2010) 58(2):316–328Link, Google Scholar
• Gurvich I., Armony M., Mandelbaum A. Service level differentiation in call centers with fully flexible servers. Management Sci. (2008) 54(2):279–294Link, Google Scholar
• Halfin S., Whitt W. Heavy-traffic limits for queues with many exponential servers. Oper. Res. (1981) 29(3):567–588Link, Google Scholar
• Harrison J. M., Zeevi A. A method for staffing large call centers based on stochastic fluid models. Manufacturing Service Oper. Management (2005) 7(1):20–36Link, Google Scholar
• Jennings O. B., Mandelbaum A., Massey W. A., Whitt W. Server staffing to meet time-varying demand. Management Sci. (1996) 42(10):1383–1394Link, Google Scholar
• Jongbloed G., Koole G. Managing uncertainty in call centres using poisson mixtures. Appl. Stochastic Models Bus. Indust. (2001) 17(4):307–318Crossref, Google Scholar
• Kolesar P. J., Green L. V. Insights on service system design from a normal approximation to Erlang's delay formula. Production Oper. Management (1998) 7(3):282–293Crossref, Google Scholar
• Maman S. Uncertainty in the demand for service: The case of call centers and emergency departments. (2009) . M.Sc. thesis, Technion–Israel Institute of Technology, Haifa, IsraelGoogle Scholar
• Mandelbaum A., Zeltyn S. Staffing many-server queues with impatient customers: Constraint satisfaction in call centers. Oper. Res. (2009) 57(5):1189–1205Link, Google Scholar
• Motwani R., Prabhakar R.Randomized Algorithms (1995) (Cambridge University Press, Cambridge, UK) Crossref, Google Scholar
• Robbins T. R., Harrison T. P. Call center scheduling with uncertain arrivals and global service level agreements. (2008) . Working paper, Pennsylvania State University, University ParkGoogle Scholar
• Steckley S. G., Henderson S. G., Mehrotra V. Forecast errors in service systems. Probab. Engrg. Informational Sci. (2009) 23(2):305–332Crossref, Google Scholar
• Whitt W. Comparing counting processes and queues. Adv. Appl. Probab. (1981) 13:207–220Crossref, Google Scholar
• Whitt W. Dynamic staffing in a telephone call center aiming to immediately answer all calls. Oper. Res. Lett. (1999) 24(5):205–212Crossref, Google Scholar
• Whitt W. Fluid models for multiserver queues with abandonments. Oper. Res. (2006a) 54(1):37–54Link, Google Scholar
• Whitt W. Staffing a call center with uncertain arrival rate and absenteeism. Production Oper. Management (2006b) 15(1):88–102Crossref, Google Scholar
• Zipkin P. H.Foundations of Inventory Management (2000) (McGraw-Hill, New York) Google Scholar