Accounting for Arrival-Rate Uncertainty in Call-Center Scheduling

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• Professor Noah Gans, Professor of Management Science and Operations, London Business School and Wharton
• Wednesday 06 January 2016, 12:30-13:30
• Cambidge Judge Business School, W2.02.

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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 stochastic programs and test the performance of these schemes using two large sets of call-center data.

This talk is part of the Operations Group Seminar Series series.

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