Abstract
We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management and for researchers interested in practically relevant science.
| Original language | English |
|---|---|
| Pages (from-to) | 479-495 |
| Number of pages | 17 |
| Journal | Stochastic Systems |
| Volume | 13 |
| Issue number | 4 |
| Early online date | 4 Jul 2023 |
| DOIs | |
| Publication status | Published - Dec 2023 |
Bibliographical note
Publisher Copyright:© 2023 The Author(s).
Keywords
- call centers
- forecasting
- queueing models
- workforce planning