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 …

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 …

Call centers usually handle several types of calls, but it is usually not possible or cost
effective to have every agent be able to handle every type of call. Thus, the agents tend to …

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 …

We discuss performance models for telephone call center, or more generally, customer
contact centers. These performance models are used for workforce planning. We discuss …

Flexibility in the usage of clinical beds is considered to be a key element to efficiently
organize critical capacity. However, full flexibility can have some major drawbacks as large …

Problem definition: The shortage of inpatient beds is a major cause of delays and
cancellations in many hospitals. It may also lead to patients being admitted to inappropriate …

A multi-skill staffing problem in a call center where the agent skill sets are exogenous and
the call routing policy has well-specified features of overflow between different agent types is …

We study a simple method for staffing in multiskill call centers. The method has short
computation times and determines nearly optimal staffing levels. It is in both views …

This paper studies service systems with gatekeepers who diagnose a customer problem and
then either refer the customer to an expert or attempt treatment. We determine the staffing …