We give an overview of the practice and science of call center workforce planning, in which we evaluate the commonly used methods by their quality and the theory by its applicability. As such, this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management and for researchers interested in practically relevant science.

More from our Archive

• DOI: 10.1287/msom.2023.1221 2023

  Ride-Hailing Networks with Strategic Drivers: The Impact of Platform Control Capabilities on Performance

  Philipp Afèche, Zhe Liu, Costis Maglaras

• DOI: 10.1287/mnsc.2023.4866 2023

  A Replication Study of Operations Management Experiments in <i>Management Science</i>

  Andrew M. Davis, Blair Flicker, Kyle Hyndman, Elena Katok, Samantha Keppler, Stephen Leider, Xiaoyang Long, Jordan D. Tong

• DOI: 10.3390/logistics7030041 2023

  Factors Affecting Digital Marketing Adoption in Pakistani Small and Medium Enterprises

  Ihsan Ullah, Muhammad Khan, Dilshodjon Alidjonovich Rakhmonov, Kalonov Mukhiddin Bakhritdinovich, Julija Jacquemod, Junghan Bae

• DOI: 10.1002/qre.3411 2023

  Explainable machine learning for phishing feature detection

  Maria Carla Calzarossa, Paolo Giudici, Rasha Zieni

• DOI: 10.1287/msom.2021.0182 2023

  Managing Competition from Within and Outside: Using Strategic Inventory and Network Externality to Combat Copycats

  Chen Jin, Chenguang (Allen) Wu, Ying-Ju Chen

• DOI: 10.1111/poms.14038 2023

  The framework of parametric and nonparametric operational data analytics

  Qi Feng, J. George Shanthikumar

• DOI: 10.1111/poms.14042 2023

  Inventory and financial strategies of capital‐constrained firms under limited joint liability financing

  Bin Cao, Xin Chen, T. C. Edwin Cheng, Yuanguang Zhong, Yong‐Wu Zhou

• DOI: 10.3390/logistics7030037 2023

  Sustainable Green Economy for a Supply Chain with Remanufacturing by Both the Supplier and Manufacturer in a Varying Market

  Rimi Karmakar, Sanat K. Mazumder, Md Billal Hossain, Csaba Balint Illes, Arindam Garai

• DOI: 10.1287/stsc.2022.0008 2023

  Decoding Culture: Tools for Behavioral Strategists

  Özgecan Koçak, Phanish Puranam

• DOI: 10.1002/mde.3948 2023

  Evolutionary game analysis of rent seeking in inventory financing based on blockchain technology

  Jingwei Li, Shouwei Li, Yonghong Zhang, Xiaoyu Tang