Many service systems display nonstationary demand: the number of customers fluctuates
over time according to a stochastic—though to some extent predictable—pattern. To …

We provide an overview of the state of the art in research on operations in financial services.
We start by highlighting a number of specific operational features that differentiate financial …

This paper gives an overview of routing and staffing algorithms in multi-skill contact centers.
Related issues and problems are characterized, and models and mathematical tools from …

The effective management of call centers is a challenging task, mainly because managers
consistently face considerable uncertainty. One important source of this uncertainty is the …

This paper proposes simple methods for staffing a single‐class call center with uncertain
arrival rate and uncertain staffing due to employee absenteeism. The arrival rate and the …

Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call
center. We develop methods for interday and dynamic intraday forecasting of incoming call …

We consider the issue of call center scheduling in an environment where arrivals rates are
highly variable, aggregate volumes are uncertain, and the call center is subject to a global …

Background: The number of people with dementia is increasing rapidly. Providing care to a
relative or friend with dementia may lead to serious mental health problems. Internet …

In this review, we introduce key notions and describe the decision problems commonly
encountered in call center management. Main themes are the central role of uncertainty …

In this article, we study the newsvendor problem with endogenous setting of price and
quoted lead‐time. This problem can be observed in situations where a firm orders semi …