期刊
COMPUTERS & INDUSTRIAL ENGINEERING
卷 96, 期 -, 页码 16-30出版社
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.cie.2016.03.013
关键词
Personnel planning; Call center shift scheduling; Customer abandonment; Stochastic programming; Probabilistic constraints; Mixed-integer linear programming
资金
- DIGITEO
We consider a workforce management problem arising in call centers, namely the shift-scheduling problem. It consists in determining the number of agents to be assigned to a set of predefined shifts so as to optimize the trade-off between manpower cost and customer quality of service. We focus on explicitly taking into account in the shift-scheduling problem the uncertainties in the future call arrival rates forecasts. We model them as independent random variables following a continuous probability distribution. The resulting stochastic optimization problem is handled as a joint chance-constrained program and is reformulated as an equivalent large-size mixed-integer linear program. One key point of the proposed solution approach is that this reformulation is achieved without resorting to a scenario generation procedure to discretize the continuous probability distributions. Our computational results show that the proposed approach can efficiently solve real-size instances of the problem, enabling us to draw some useful managerial insights on the underlying risk-cost trade-off. (C) 2016 Elsevier Ltd. All rights reserved.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据