Gurvich, Itai; Luedtke, James; Tezcan, Tolga - In: Management Science 56 (2010) 7, pp. 1093-1115
We consider the problem of staffing call centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints and demand rate uncertainty. We introduce a formulation of the staffing problem that requires that the QoS constraints are met with high...
