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Version Date Utilisateur ID du Champ Champ Difference
10 13 Jun 2012 11:43 celine.gicquel 182 Work program
-- extensive review of the literature related to both stochastic programming applications and call center management problems (6 months). +- extensive review of the literature related to both stochastic programming applications and call center management problems.
 - development of a chance-constraint programming approach for a simple version of the call center workforce scheduling problem. - development of a chance-constraint programming approach for a simple version of the call center workforce scheduling problem.
 - development of two-stage and multi-stage stochastic programming approaches where forecast updates and schedule adjustment within the scheduling horizon will be considered. - development of two-stage and multi-stage stochastic programming approaches where forecast updates and schedule adjustment within the scheduling horizon will be considered.
 - extensive numerical analysis to evaluate the performance of the proposed models and solution algorithms and to derive some managerial insights for call center practitioners. - extensive numerical analysis to evaluate the performance of the proposed models and solution algorithms and to derive some managerial insights for call center practitioners.
7 13 Jun 2012 11:37 celine.gicquel 183 Objectives
-In the present project, we aim at developing stochastic programming approaches for the call center workforce scheduling problem under demand forecasts uncertainty. The main scientific challenge ahead is to devise an approach where the optimization problem is modeled with a sufficient degree of accuracy to ensure the practical relevancy of the obtained schedule, while keeping the mathematical formulation computationally tractable. Moreover, the workforce scheduling problem under consideration is a short-term decision problem which has to be solved on a weekly or daily basis. The proposed solution algorithm should thus be capable of providing a good schedule within computation times compatible with an industrial use. +We aim at developing stochastic programming approaches for the call center workforce scheduling problem under demand forecasts uncertainty. The main scientific challenge ahead is to devise an approach where the optimization problem is modeled with a sufficient degree of accuracy to ensure the practical relevancy of the obtained schedule, while keeping the mathematical formulation computationally tractable. Moreover, the workforce scheduling problem under consideration is a short-term decision problem which has to be solved on a weekly or daily basis. The proposed solution algorithm should thus be capable of providing a good schedule within computation times compatible with an industrial use.
5 13 Jun 2012 11:34 celine.gicquel 181 Context
 Call centers are service systems designed to support the delivery of some interactive service via telephone communications; typically an office space with multiple workstations manned by agents who place and receive calls. Applications include telemarketing, customer service, help desk support and emergency dispatch.  Call centers are service systems designed to support the delivery of some interactive service via telephone communications; typically an office space with multiple workstations manned by agents who place and receive calls. Applications include telemarketing, customer service, help desk support and emergency dispatch.
-Personnel staffing is a key issue in call center management as the cost of the staff members handling the phone calls usually accounts for 60% to 80% of all operating expenses. Challenges for call center managers include the determination of how many agents to hire and train at what times based on a long term forecast of demand for services (6-12 months ahead) and the scheduling (1-2 weeks ahead) of an available pool of agents for a given time period based on detailed short term forecasts for a given time period.The proposed thesis is related to short-term staffing decisions, namely workforce scheduling. +Personnel staffing is a key issue in call center management as the cost of the staff members handling the phone calls usually accounts for 60% to 80% of all operating expenses. Challenges for call center managers include the determination of how many agents to hire and train at what times based on a long term forecast of demand for services (6-12 months ahead) and the scheduling (1-2 weeks ahead) of an available pool of agents for a given time period based on detailed short term forecasts for a given time period.The proposed thesis focuses on short-term staffing decisions, namely workforce scheduling.
4 13 Jun 2012 11:33 celine.gicquel 181 Context
 Call centers are service systems designed to support the delivery of some interactive service via telephone communications; typically an office space with multiple workstations manned by agents who place and receive calls. Applications include telemarketing, customer service, help desk support and emergency dispatch.  Call centers are service systems designed to support the delivery of some interactive service via telephone communications; typically an office space with multiple workstations manned by agents who place and receive calls. Applications include telemarketing, customer service, help desk support and emergency dispatch.
-Personnel staffing is a key issue in call center management as the cost of the staff members handling the phone calls usually accounts for 60% to 80% of all operating expenses. Our research proposal is related to short-term staffing decisions, namely workforce scheduling. More specifically, we will focus on the so-called shift scheduling problem to be solved by managers on a weekly or daily basis: the determination of the number of agents to be assigned to a set of predefined shifts. +Personnel staffing is a key issue in call center management as the cost of the staff members handling the phone calls usually accounts for 60% to 80% of all operating expenses. Challenges for call center managers include the determination of how many agents to hire and train at what times based on a long term forecast of demand for services (6-12 months ahead) and the scheduling (1-2 weeks ahead) of an available pool of agents for a given time period based on detailed short term forecasts for a given time period.The proposed thesis is related to short-term staffing decisions, namely workforce scheduling.
3 13 Jun 2012 11:30 celine.gicquel 189 Collaborations
-#Ecole Centrale Paris - Laboratoire de Génie Industriel +Ecole Centrale Paris - Laboratoire de Génie Industriel
1 13 Jun 2012 11:18 celine.gicquel 186 Expected funding
-Funding by Digiteo requested in March 2012 +Funding by Digiteo
      187 Status of funding
-Expected +Confirmed

Ecole Doctorale Informatique Paris-Sud

Directrice
Nicole Bidoit
Assistante
Stéphanie Druetta
Conseiller aux thèses
Dominique Gouyou-Beauchamps
ED 427 - Université Paris-Sud
UFR Sciences Orsay
Bat 650 - aile nord - 417
Tel : 01 69 15 63 19
Fax : 01 69 15 63 87
courriel: ed-info à lri.fr