Abstract
One of the critical problems in the call center industries is the staffing problem, since they must face variable demands and because staff costs represent a major part of the costs of these industries. From a modeling point of view, a call center is generally modeled as a M / M / N system, also called the Erlang-C model. In [Koole and Mandelbaum, 2001], the authors present a survey of the state-of-the-art about possible models of a call center.
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References
Koole, G., Mandelbaum, A.: Queueing models of call centers: an introduction. Annals of Operations Research 113, 41–59 (2002)
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© 2005 Springer-Verlag Berlin Heidelberg
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Canon, C., Billaut, JC., Bouquard, JL. (2005). Dimensioning an Inbound Call Center Using Constraint Programming. In: van Beek, P. (eds) Principles and Practice of Constraint Programming - CP 2005. CP 2005. Lecture Notes in Computer Science, vol 3709. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11564751_79
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DOI: https://doi.org/10.1007/11564751_79
Publisher Name: Springer, Berlin, Heidelberg
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