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The golden rule of staffing in contact centers

We can all agree, a no. 1 source of frustration is the endless waiting on hold for a call center agent to pick up the phone. Interestingly, over the last 111 years mathematicians have been working on a vast theory to solve this call center inefficiency.

How uncertainty can make traffic run smoother

In 2014, in the Netherlands, Belgium and Germany, the average person spend approximately 40 hours in a traffic jam - that is 5 work days! In this article, I will explain how mathematical models with uncertainty help traffic engineers to make decisions that improve traffic.