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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:14.0pt;line-height:110%;color:red'>INDUSTRIAL ENGINEERING SEMINAR<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:11.0pt;line-height:110%;color:red'><o:p> </o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:14.0pt;line-height:110%;color:red'>Date: November 15, 2013<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:14.0pt;line-height:110%;color:red'>Time: 10am-11am<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:14.0pt;line-height:110%;color:red'>Place: <a name="_GoBack"></a>102 D<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:11.0pt;line-height:110%;color:red'><o:p> </o:p></span></b></p><p class=MsoNormal align=center style='margin-left:.25in;text-align:center'><b><span style='font-size:16.0pt'>Staffing Call Centers under Arrival Rate Uncertainty<o:p></o:p></span></b></p><p class=MsoNormal><b><span style='font-size:14.0pt'><o:p> </o:p></span></b></p><pre style='text-align:center'><b><span style='font-size:14.0pt;font-family:"Times New Roman","serif"'>Dr. John J. Hasenbein<o:p></o:p></span></b></pre><pre style='text-align:center'><b><span style='font-size:14.0pt;font-family:"Times New Roman","serif"'>Associate Professor<o:p></o:p></span></b></pre><pre style='text-align:center'><b><span style='font-size:14.0pt;font-family:"Times New Roman","serif"'>The University of Texas at Austin<o:p></o:p></span></b></pre><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='color:red'>Abstract<o:p></o:p></span></b></p><p class=MsoNormal align=center style='text-align:center;line-height:110%'><b><span style='font-size:11.0pt;line-height:110%;color:red'><o:p> </o:p></span></b></p><p class=MsoNormal>We investigate the problem of optimizing the number of agents in call center models that operate under Quality of Service (QoS) constraints. In particular, we are interested in models for which: (a) arrival rates are not known with certainty, but have a known (or forecast) distribution, (b) there are multiple pools of agents, and (c) there are joint QoS constraints. We present asymptotically optimal approximations for obtaining near-optimal solutions by using queueing and stochastic programming ideas. We also bracket this problem with a more philosophical discussion about how to view forecast uncertainty in stochastic models in general. <br><br><span style='color:black'><o:p></o:p></span></p><p class=MsoNormal align=center style='text-align:center'><b><span style='color:red'>Biography<o:p></o:p></span></b></p><p class=MsoNormal style='text-align:justify'><b><span style='color:black'><o:p> </o:p></span></b></p><p class=MsoNormal style='text-align:justify'>John Hasenbein is an Associate Professor and the Graduate Advisor in the Graduate Program in OR/IE at the University of Texas Austin. He received his B.S. in Systems Science and Mathematics from Washington University in St. Louis and his M.S. and Ph.D. from Georgia Tech. His research specialties include queueing theory, large deviations, Markov decision processes, and semiconductor wafer fab scheduling. He is on the editorial boards of Operations Research, Queueing Systems, IIE Transactions, and OR Letters, and is the chair-elect of the Applied Probability Society of INFORMS. He has been supported by NSF via an International Research Fellowship and a CAREER award, among other grants. Dr. Hasenbein's applied research projects have been funded by AMD, International Sematech, Samsung, Ayata, Zilliant, ConocoPhillips, and SK-Telecom. <o:p></o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p></div></body></html>