{"id":"https://openalex.org/W4383067410","doi":"https://doi.org/10.1287/stsy.2021.0008","title":"A Practice-Oriented Overview of Call Center Workforce Planning","display_name":"A Practice-Oriented Overview of Call Center Workforce Planning","publication_year":2023,"publication_date":"2023-07-04","ids":{"openalex":"https://openalex.org/W4383067410","doi":"https://doi.org/10.1287/stsy.2021.0008"},"language":"en","primary_location":{"id":"doi:10.1287/stsy.2021.0008","doi":"https://doi.org/10.1287/stsy.2021.0008","is_oa":true,"landing_page_url":"https://doi.org/10.1287/stsy.2021.0008","pdf_url":null,"source":{"id":"https://openalex.org/S4210232382","display_name":"Stochastic Systems","issn_l":"1946-5238","issn":["1946-5238"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310315699","host_organization_name":"Institute for Operations Research and the Management Sciences","host_organization_lineage":["https://openalex.org/P4310315699"],"host_organization_lineage_names":["Institute for Operations Research and the Management Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Stochastic Systems","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["arxiv","crossref","datacite","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.1287/stsy.2021.0008","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026879445","display_name":"Ger M. Koole","orcid":"https://orcid.org/0000-0003-1776-8369","observed_orcids":["https://orcid.org/0000-0003-1776-8369"]},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Ger M. Koole","raw_affiliation_strings":["Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;"],"raw_orcid":"https://orcid.org/0000-0003-1776-8369","affiliations":[{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5041557937","display_name":"Siqiao Li","orcid":"https://orcid.org/0000-0002-4576-8342","observed_orcids":["https://orcid.org/0000-0002-4576-8342"]},"institutions":[{"id":"https://openalex.org/I4210114827","display_name":"Biologie des Plantes et Innovation","ror":"https://ror.org/02hr3zx73","country_code":"FR","type":"facility","lineage":["https://openalex.org/I4210114827","https://openalex.org/I4647051"]},{"id":"https://openalex.org/I4210145795","display_name":"Ziekenhuis Amstelland","ror":"https://ror.org/05e73v668","country_code":"NL","type":"healthcare","lineage":["https://openalex.org/I4210145795"]},{"id":"https://openalex.org/I4387154899","display_name":"Groupe de Recherches sur l\u2019Analyse Multimodale de la Fonction C\u00e9r\u00e9brale","ror":"https://ror.org/02a9mrq41","country_code":"FR","type":"facility","lineage":["https://openalex.org/I154526488","https://openalex.org/I4387154899","https://openalex.org/I4647051"]},{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["FR","NL"],"is_corresponding":false,"raw_author_name":"Siqiao Li","raw_affiliation_strings":["CCmath B.V., 1181 GV Amstelveen, Netherlands","Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;","CCmath B.V., 1181 GV Amstelveen, Netherlands; Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;"],"raw_orcid":"https://orcid.org/0000-0002-4576-8342","affiliations":[{"raw_affiliation_string":"CCmath B.V., 1181 GV Amstelveen, Netherlands","institution_ids":["https://openalex.org/I4210114827","https://openalex.org/I4210145795","https://openalex.org/I4387154899"]},{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;","institution_ids":["https://openalex.org/I865915315"]},{"raw_affiliation_string":"CCmath B.V., 1181 GV Amstelveen, Netherlands; Department of Mathematics, Vrije Universiteit Amsterdam, Amsterdam 1081 HV, Netherlands;","institution_ids":["https://openalex.org/I865915315"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.7667,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.92869976,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":92,"max":99},"biblio":{"volume":"13","issue":"4","first_page":"479","last_page":"495"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13812","display_name":"AI and HR Technologies","score":0.16830000281333923,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13812","display_name":"AI and HR Technologies","score":0.16830000281333923,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12401","display_name":"Scheduling and Timetabling Solutions","score":0.13950000703334808,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11773","display_name":"Healthcare Operations and Scheduling Optimization","score":0.10329999774694443,"subfield":{"id":"https://openalex.org/subfields/3604","display_name":"Emergency Medical Services"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/workforce-management","display_name":"workforce management","score":0.9509999752044678},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.39399999380111694}],"concepts":[{"id":"https://openalex.org/C2778139618","wikidata":"https://www.wikidata.org/wiki/Q13440398","display_name":"Workforce","level":2,"score":0.8830304145812988},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.7835947275161743},{"id":"https://openalex.org/C155663085","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Workforce planning","level":3,"score":0.7550259828567505},{"id":"https://openalex.org/C2780571617","wikidata":"https://www.wikidata.org/wiki/Q2072185","display_name":"Workforce management","level":3,"score":0.6290538907051086},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4962359070777893},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.4781269133090973},{"id":"https://openalex.org/C2779968149","wikidata":"https://www.wikidata.org/wiki/Q8034851","display_name":"Workforce development","level":3,"score":0.45700040459632874},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.34724003076553345},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3456583619117737},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3330821394920349},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.32997065782546997},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.32919204235076904},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.3247082531452179},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2106064260005951},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.16580206155776978},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1287/stsy.2021.0008","doi":"https://doi.org/10.1287/stsy.2021.0008","is_oa":true,"landing_page_url":"https://doi.org/10.1287/stsy.2021.0008","pdf_url":null,"source":{"id":"https://openalex.org/S4210232382","display_name":"Stochastic Systems","issn_l":"1946-5238","issn":["1946-5238"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310315699","host_organization_name":"Institute for Operations Research and the Management Sciences","host_organization_lineage":["https://openalex.org/P4310315699"],"host_organization_lineage_names":["Institute for Operations Research and the Management Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Stochastic Systems","raw_type":"journal-article"},{"id":"pmh:oai:arXiv.org:2101.10122","doi":null,"is_oa":true,"landing_page_url":"http://arxiv.org/abs/2101.10122","pdf_url":"https://arxiv.org/pdf/2101.10122","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":"2331-8422","issn":["2331-8422"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"text"},{"id":"pmh:oai:research.vu.nl:openaire/fc2a7069-64b7-4e42-93e1-2d29170f325d","doi":null,"is_oa":true,"landing_page_url":"https://research.vu.nl/en/publications/fc2a7069-64b7-4e42-93e1-2d29170f325d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Koole, G M & Li, S 2023, 'A Practice-Oriented Overview of Call Center Workforce Planning', Stochastic Systems, vol. 13, no. 4, pp. 479-495. https://doi.org/10.1287/stsy.2021.0008","raw_type":"info:eu-repo/semantics/article"},{"id":"doi:10.48550/arxiv.2101.10122","doi":"https://doi.org/10.48550/arxiv.2101.10122","is_oa":true,"landing_page_url":"https://doi.org/10.48550/arxiv.2101.10122","pdf_url":null,"source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":"2331-8422","issn":["2331-8422"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Preprint"}],"best_oa_location":{"id":"doi:10.1287/stsy.2021.0008","doi":"https://doi.org/10.1287/stsy.2021.0008","is_oa":true,"landing_page_url":"https://doi.org/10.1287/stsy.2021.0008","pdf_url":null,"source":{"id":"https://openalex.org/S4210232382","display_name":"Stochastic Systems","issn_l":"1946-5238","issn":["1946-5238"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310315699","host_organization_name":"Institute for Operations Research and the Management Sciences","host_organization_lineage":["https://openalex.org/P4310315699"],"host_organization_lineage_names":["Institute for Operations Research and the Management Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Stochastic Systems","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":113,"referenced_works":["https://openalex.org/W184257396","https://openalex.org/W632444986","https://openalex.org/W1008570506","https://openalex.org/W1481542150","https://openalex.org/W1764834418","https://openalex.org/W1785484164","https://openalex.org/W1841770104","https://openalex.org/W1965322721","https://openalex.org/W1965732238","https://openalex.org/W1971170413","https://openalex.org/W1979255692","https://openalex.org/W1979300931","https://openalex.org/W1994720654","https://openalex.org/W2000051228","https://openalex.org/W2011786610","https://openalex.org/W2017221304","https://openalex.org/W2018581577","https://openalex.org/W2019919872","https://openalex.org/W2029138692","https://openalex.org/W2036598234","https://openalex.org/W2039386689","https://openalex.org/W2039449865","https://openalex.org/W2039698234","https://openalex.org/W2043929089","https://openalex.org/W2045217025","https://openalex.org/W2045453332","https://openalex.org/W2052919280","https://openalex.org/W2055611727","https://openalex.org/W2066009612","https://openalex.org/W2066673595","https://openalex.org/W2067038114","https://openalex.org/W2070215808","https://openalex.org/W2074164513","https://openalex.org/W2074178270","https://openalex.org/W2077167437","https://openalex.org/W2078728958","https://openalex.org/W2081038156","https://openalex.org/W2085360567","https://openalex.org/W2089878060","https://openalex.org/W2093547978","https://openalex.org/W2097823717","https://openalex.org/W2098364636","https://openalex.org/W2102377749","https://openalex.org/W2103039578","https://openalex.org/W2103224132","https://openalex.org/W2104379682","https://openalex.org/W2108246181","https://openalex.org/W2112518908","https://openalex.org/W2112564785","https://openalex.org/W2113764604","https://openalex.org/W2115354294","https://openalex.org/W2115574292","https://openalex.org/W2117667427","https://openalex.org/W2119338125","https://openalex.org/W2119996119","https://openalex.org/W2120167960","https://openalex.org/W2121305681","https://openalex.org/W2121546525","https://openalex.org/W2121722108","https://openalex.org/W2122320538","https://openalex.org/W2124035985","https://openalex.org/W2124189642","https://openalex.org/W2124438244","https://openalex.org/W2128127839","https://openalex.org/W2128483867","https://openalex.org/W2130923295","https://openalex.org/W2133365120","https://openalex.org/W2133535006","https://openalex.org/W2143626226","https://openalex.org/W2143920039","https://openalex.org/W2145197897","https://openalex.org/W2149517368","https://openalex.org/W2153179668","https://openalex.org/W2153252507","https://openalex.org/W2154773934","https://openalex.org/W2155555462","https://openalex.org/W2155819330","https://openalex.org/W2157701469","https://openalex.org/W2159617688","https://openalex.org/W2163070175","https://openalex.org/W2164962921","https://openalex.org/W2165180682","https://openalex.org/W2166507149","https://openalex.org/W2168246988","https://openalex.org/W2169852575","https://openalex.org/W2171864410","https://openalex.org/W2171919935","https://openalex.org/W2183323934","https://openalex.org/W2221619996","https://openalex.org/W2252484490","https://openalex.org/W2261667115","https://openalex.org/W2298106964","https://openalex.org/W2320101545","https://openalex.org/W2386695660","https://openalex.org/W2416587397","https://openalex.org/W2545672086","https://openalex.org/W2549363980","https://openalex.org/W2561359564","https://openalex.org/W2573224207","https://openalex.org/W2753235630","https://openalex.org/W2760548307","https://openalex.org/W2762223216","https://openalex.org/W2782928188","https://openalex.org/W2799138706","https://openalex.org/W2811507150","https://openalex.org/W2893042644","https://openalex.org/W2914448491","https://openalex.org/W2985182243","https://openalex.org/W3007479230","https://openalex.org/W3089984985","https://openalex.org/W3103538498","https://openalex.org/W3195050673","https://openalex.org/W4293241248"],"related_works":["https://openalex.org/W2574788024","https://openalex.org/W7172361354","https://openalex.org/W2265031607","https://openalex.org/W4400994260","https://openalex.org/W7052466951","https://openalex.org/W3008618290","https://openalex.org/W2157701469","https://openalex.org/W4247587202","https://openalex.org/W2981410419","https://openalex.org/W4213180323"],"abstract_inverted_index":{"We":[0],"give":[1],"an":[2],"overview":[3],"of":[4,9,48],"the":[5,18,26,43],"practice":[6],"and":[7,25,39,45,51],"science":[8],"call":[10],"center":[11],"workforce":[12,49],"planning,":[13],"in":[14,42,55],"which":[15],"we":[16],"evaluate":[17],"commonly":[19],"used":[20],"methods":[21],"by":[22,28],"their":[23],"quality":[24],"theory":[27],"its":[29],"applicability.":[30],"As":[31],"such,":[32],"this":[33],"paper":[34],"is":[35],"useful":[36],"for":[37,52],"developers":[38],"consultants":[40],"interested":[41,54],"background":[44],"advanced":[46],"methodology":[47],"management":[50],"researchers":[53],"practically":[56],"relevant":[57],"science.":[58]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":5}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2023-07-05T00:00:00"}