4 citations · 4 across the 1 of their papers we have counts for
2 papers
stat.AP2024
Call center data analysis and model validation
Ger Koole, Siqiao Li, Sihan Ding
We analyze call center data on properties such as agent heterogeneity, customer patience and breaks. Then we compare simulation models that are different in the ways these properti…
cs.CY2021★ 4 cited
A practice-oriented overview of call center workforce planning
Ger Koole, Siqao Li
We give an overview of the practice and science of call center workforce planning, where we evaluate the commonly used methods by their quality and the theory by its applicability.…