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

In stochastic simulation, input modeling refers to the process of identifying and selecting the
probability distributions, called input models, from which are generated the random variates …

We review and discuss the key issues in building statistical models for the call arrival
process in telephone call centers, and then we survey and compare various types of models …

Population synthesis involves generating synthetic yet realistic representations of a target
population of micro-agents for behavioral modeling and simulation. Traditional methods …

In modern telecommunication networks, services are provided through Service Function
Chains (SFC), where network resources are implemented by leveraging virtualization and …

The efficient management of large-scale queueing networks is critical for a variety of sectors,
including healthcare, logistics, and customer service, where system performance has …

Population synthesis consists of generating synthetic but realistic representations of a target
population of micro-agents for the purpose of behavioral modeling and simulation. We …

Customer arrival patterns observed in the real world typically exhibit strong seasonal effects.
It is therefore natural to ask, can a nonhomogeneous Poisson process (NHPP) with a rate …

In emergency call centers (for police, firemen, ambulances) a single event can sometimes
trigger many incoming calls in a short period of time. Several people may call to report the …