A stochastic programming model for scheduling call centers with global Service Level Agreements

Mathematics

• Service Level Agreement 100%
• Call Centres 74%
• Stochastic Programming 59%
• Programming Model 55%
• Scheduling 47%
• Stochastic Model 44%
• Costs 25%
• Schedule 24%
• Outsourcing 19%
• Uncertainty 19%
• Service Levels 19%
• Risk Management 16%
• Experimentation 14%
• Server 12%
• Calculate 9%
• Optimization 8%
• Model 7%
• Integer 6%

Business & Economics

• Service Level Agreement 62%
• Stochastic Programming 54%
• Call Centres 52%
• Stochastic Model 25%
• Schedule 18%
• Staff Scheduling 18%
• Sizing 14%
• Uncertainty 13%
• Costs 13%
• Support Services 13%
• Management Decisions 11%
• Service Levels 11%
• Integer 11%
• Experimentation 10%
• Outsourcing 9%
• Risk Management 8%

Engineering & Materials Science

• Stochastic programming 62%
• Stochastic models 34%
• Scheduling 32%
• Uncertainty 19%
• Outsourcing 18%
• Costs 17%
• Risk management 16%
• Managers 13%
• Servers 11%