Hewlett-packard Development Company, L.p.

Ming Hu

Xin Zhang

Jerry Zhaolin Shan

Shailendra K Jain

Ivan Adrian Lopez Sanchez

Jose Luis Beltran Guerrero

A method for determining call center resource allocation can include modeling call center performance over an operations time period using a computer. A number of replicas of the modeled call center performance are simulated, using the computer, over a planning time period, each replica having random contact arrivals and contact service times following a stochastic arrival and service process according to a probability distributions of inter-arrival time and service time. Multiple iterations of each simulation are run on the computer to optimize call center resource allocation. A particular simulation iteration is tested against a criterion of convergence, and call center resource is allocated based on the particular simulation iteration with a successful criterion of convergence.

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Toronto, Canada

Ming Hu