منابع مشابه
Dimensioning Large Call Centers
We develop a framework for asymptotic optimization of a queueing system. The motivation is the staffing problem of large call centers, which we have modeled as M/M/N queues with N , the number of agents, being large. Within our framework, we determine the asymptotically optimal staffing level N ∗ that trades off agents’ costs with service quality: the higher the latter, the more expensive is th...
متن کاملQueueing Models for Large Scale Call Centers
To my parents and grandparents... iii ACKNOWLEDGEMENTS I am indebted to many people for their help and support during my graduate studies. This thesis would not have been possible without them. First and foremost, I would like to thank my advisors Jim Dai and Amy Ward. I would like to thank Dr. Ward for serving as my principal advisor for the first half of my Ph.D. studies. Dr. Ward provided me...
متن کاملOn a Data-Driven Method for Staffing Large Call Centers
We consider a call center model with multiple customer classes and multiple server pools. Calls arrive randomly over time, and the instantaneous arrival rates are allowed to vary both temporally and stochastically in an arbitrary manner. The objective is to minimize the sum of personnel costs and expected abandonment penalties by selecting an appropriate staffing level for each server pool. We ...
متن کاملBusiness Intelligence In Call Centers
This document takes a look into the world of business intelligence and the implications this field of study has on the modern call center. This document includes a discussion of the factors driving the need for business intelligence, a discussion on the benefits and challenges of business intelligence implementations while concentrating on business intelligence capabilities and the associated e...
متن کاملA Systematic Approach to Adaptive Dimensioning of Data Centers
Cloud data centers (CDCs) provide key infrastructure for Cloud computing. Accurately allocating computing resources is very important for the CDCs to function efficiently. Current allocation of resources in CDCs is mostly dedicated and static. However, workloads for Cloud applications are highly variable which cause poor application performance, poor resource utilization or both. In this paper,...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Operations Research
سال: 2004
ISSN: 0030-364X,1526-5463
DOI: 10.1287/opre.1030.0081