Work

A Practice-Oriented Overview of Call Center Workforce Planning

Year: 2023

Type: article

Abstract: We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management and for researchers interested in practically relevant science.

Source: Stochastic Systems

DOI: 10.1287/stsy.2021.0008

Authors: Ger M. Koole, Siqiao Li

Institutions: Vrije Universiteit Amsterdam, Biologie des Plantes et Innovation, Ziekenhuis Amstelland, Groupe de Recherches sur l’Analyse Multimodale de la Fonction Cérébrale

Language: English

Topic: AI and HR Technologies

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4383067410

FWCI: 3.767

Cites: 113

Cited by: 18

Related to: 10