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 …

Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

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 …

We study a capacity sizing problem in a service system that is modeled as a single-class
queue with multiple servers and where customers may renege while waiting for service. A …

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 …

Determining emergency department (ED) nurse staffing decisions to balance the quality of
service and staffing cost can be extremely challenging, especially when there is a high level …

We develop and test an integrated forecasting and stochastic programming approach to
workforce management in call centers. We first demonstrate that parametric forecasts …

Credible queueing models of human services acknowledge human characteristics. A
prevalent one is the ability of humans to abandon their wait, for example while waiting to be …

In a call center, staffing decisions must be made before the call arrival rate is known with
certainty. Once the arrival rate becomes known, the call center may be over‐staffed, in which …