Atlason, Júlíus; Epelman, Marina A.; Henderson, Shane G. - In: Management Science 54 (2008) 2, pp. 295-309
We consider the problem of minimizing staffing costs in an inbound call center, while maintaining an acceptable level of service in multiple time periods. The problem is complicated by the fact that staffing level in one time period can affect the service levels in subsequent periods. Moreover,...