Stochastic modeling and optimization for call center management

呼叫中心管理的随机建模和优化

• 批准号: 416343-2011
• 负责人: LEcuyer, Pierre
• 金额: $ 7.29万
• 依托单位: Université de Montréal
• 依托单位国家: 加拿大
• 项目类别: Collaborative Research and Development Grants
• 财政年份: 2012
• 资助国家: 加拿大
• 起止时间: 2012-01-01 至 2013-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=498860
• 关键词: Stochastic; modeling; optimization; call; center

Call centers employ over four million people in Canada and the USA alone. They are very expensive to run. These centers operate in highly uncertain (stochastic) environments. Their management is complex and has become an important (and growing) area of application for operations research.

仅在加拿大和美国，呼叫中心就雇用了400多万人。它们运行起来非常昂贵。这些中心在高度不确定（随机）的环境中运作。他们的管理是复杂的，并已成为一个重要的（和不断增长的）应用领域的运筹学。