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 competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different...

We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI/GI/s+M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to...

We consider the Poisson equations for denumerable Markov chains with unbounded cost functions. Solutions to the Poisson equations exist in the Banach space of bounded real-valued functions with respect to a weighted supremum norm such that the Markov chain is geometrically ergodic. Under minor...

We consider the Poisson equations for denumerable Markov chains with unbounded cost functions. Solutions to the Poisson equations exist in the Banach space of bounded real-valued functions with respect to a weighted supremum norm such that the Markov chain is geometrically ergodic. Under minor...

In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use stochastic approximation for finding the optimal randomized policy when...