Almost all large organizations have invested in software to schedule the
workforce, track performance, and monitor quality. In many cases, however, these
systems have proved cumbersome and have led to suboptimal outcomes. Newer
systems let companies manage a call-center workforce with an approach closer to
the theoretical optimum; for example, these systems make it easier to ensure
that all teams, across a number of call centers, have the same capabilities.
It is clear that IT+OR will bring lots of advantage to the big companies. Once the top management realize the value of OR, we can turn our intellegence to real value.
The issue for the Queueing people, optimization is extremely hard for large queueing system. Who can guess which algorithms involves in this problem?
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