Dynamic staffing in a telephone call center aiming to immediately answer all calls

@article{Whitt1999DynamicSI,
  title={Dynamic staffing in a telephone call center aiming to immediately answer all calls},
  author={Ward Whitt},
  journal={Oper. Res. Lett.},
  year={1999},
  volume={24},
  pages={205-212}
}
This paper proposes practical modeling and analysis methods to facilitate dynamic staffing in a telephone call center with the objective of immediately answering all calls. Because of this goal, it is natural to use infinite-server queueing models. These models are very useful because they are so tractable. A key to the dynamic staffing is exploiting detailed knowledge of system state in order to obtain good estimates of the mean and variance of the demand in the near future. The near-term… CONTINUE READING
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