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- W2532544332 abstract "This paper studies the optimal design for staffing problems in call centers with the use of Arena simulation software. Call center is a labor-intensive business model and spends the major cost in hiring staff, so this research on the staffing optimization can help in reducing the operation cost of call centers. We provide managerial schemes to reduce staffing costs and to improve utilization of personnel at a certain guaranteed service level for the call centers. Through our analysis of the proposed Arena simulation model, several optimal solutions to staffing problems are obtained in our numerical experiments with computer simulation." @default.
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- W2532544332 date "2016-10-21" @default.
- W2532544332 modified "2023-09-26" @default.
- W2532544332 title "Simulation Model and Optimal Design for Call Center Staffing Problems" @default.
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- W2532544332 doi "https://doi.org/10.1007/978-3-319-48490-7_13" @default.
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