SKALAR Research Seminar with Professor Ger Koole (PhD 1992, Leiden University)

A hybrid machine learning-queueing approach to call center staffing

Abstract: Erlang models typically have a bias when used for call center staffing. Machine learning models have problems with explainability and generalizability. We propose a hybrid approach to solve these issues. We show results on both synthetic and real data. Joint work with Siqiao Li.

Bio: Ger Koole (PhD 1992, Leiden University) is full professor at Vrije Universiteit Amsterdam where he teaches business analytics and operations research. His research focuses on stochastic operations research and machine learning with applications in services, especially health care, call centers and revenue management. He also founded companies in call center planning and internet advertising.

Place: Campus Grand Paris 

Time: 13h30–15h00

Speaker: Professor Ger Koole (PhD 1992, Leiden University)