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We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage(More)
We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage(More)
CONFER is used by a variety of organizations which have nodirect contact with any MTS site (the CONFER host computer system).In many cases, the main contact of the CONFER user is with thethird party vendor or consultant who is supporting the networkingeffort. Several problems arise when the third party relationship isnot broadened to include the(More)