We consider a staffing problem with probabilistic constraints in an emergency call center.
The aim is to minimize the total cost of agents while satisfying chance constraints defined …

Changing or creating a new organization means creating a new process. Each process
involves many risks that need to be identified and managed. The main risks considered here …

We develop mathematical methods for the performance analysis and dimensioning of
emergency call centers. We use tools from the field of discrete-event dynamical systems, in …

在客服中心的營運上, 人力成本占總營運成本相當大的比例. 而客服中心人力如何配置,
排班如何確定等議題一直是研究者關心的重點. 本研究透過分析一間保險公司的客服中心進線 …

Emergency services call centres rely on rapid call processing time to provide assistance to
the community. The role of the call centre is to gain sufficient and accurate information in a …

Introduction Currently, at Tehran Emergency Medical Service (EMS) centre, Emergency
Medical Dispatchers (EMDs) are scheduled based on the managers' experimental …

Call centers are key components of almost any large organization. The problem of labor
management has received a great deal of attention in the literature. A typical formulation of …

The emergency services call centre is an integral and crucial component of our society. It is
a point of contact for those in the community seeking assistance and its primary role is to …

Contact center growth is steadily increasing and has become a valuable business tool for
building strong customer relationships (Deloitte, 2015). A contact center is a natural …

The evolution of the call center into contact centers and the growth of their use in providing
customer-facing service by many companies has brought considerable capabilities in …