We give an overview of the practice and science of call center workforce planning, where 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.

翻译：我们概述了呼叫中心员工队伍规划的实践和科学,我们从质量和理论适用性的角度对通用方法进行评估。 因此,本文件对关注员工队伍管理背景和先进方法的开发商和顾问以及关心实际相关科学的研究人员很有用。