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...

This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear...

Many forecasting methods perform poorly in the case of intermittent demand patterns and high variances in the demand quantity. Strong fluctuations within the time series and a large proportion of zero observations complicate the extraction of trend and seasonality. This research investigates how...