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Modeling and forecasting call center arrivals: A literature survey and a case study

  • Published:2016-07 Issue:3 Volume:32 Page:865-874
  • ISSN:0169-2070
  • Container-title:International Journal of Forecasting
  • language:en
  • Short-container-title:International Journal of Forecasting

Author:

Ibrahim Rouba,Ye Han,L’Ecuyer Pierre,Shen Haipeng

Funder

NSERC-Canada

Hydro-Quebec

Canada Research Chair

US-NSF

Xerox Foundation

HKU Stanley Ho Alumni Challenge Fund

Publisher

Elsevier BV

Subject

Business and International Management

Reference57 articles.

1. The modern call center: A multi-disciplinary perspective on operations management research;Akşin;Production and Operations Management,2007

2. Call center arrival modeling: A Bayesian state space approach;Aktekin;Naval Research Logistics,2011

3. Workload forecasting for a call center: Methodology and a case study;Aldor-Noiman;Annals of Applied Statistics,2009

4. L.L. Bean improves call-center forecasting;Andrews;Interfaces,1995

5. Forecasting call frequency at a financial services call centre;Antipov;Journal of the Operational Research Society,2002

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