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Practice Summary: Henkel Uses Analytics to Improve Call Center Performance

John Maleyeff,Canan Gunes Corlu

INFORMS JOURNAL ON APPLIED ANALYTICS（2024）

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Abstract
The development of a decision support tool to assist with call center agent scheduling at Henkel is described. Call center demand varies by hour, and agents have dissimilar service time distributions. Target agent utilizations are calculated using a metamodel of a simulation that finds the elbow of the utilization to waiting time curve.
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Key words
capacity planning,decision support,call center,simulation optimization,metamodeling
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