Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models
نویسندگان
چکیده
منابع مشابه
Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models
We consider different statistical models for the call arrival process in telephone call centers. We evaluate the forecasting accuracy of those models by describing results from an empirical study analyzing real-life call center data. We test forecasting accuracy using different lead times, ranging from weeks to hours in advance, to mimic real-life challenges faced by call center managers. The m...
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We evaluate alternative time series methods for forecasting future call volumes in call centers. Our methods take into account both interday (day-to-day) and intraday (within day) dependence structures, and allow for real-time dynamic updates. We also propose a new model which exploits correlations between the arrival processes of two separate queues, leading to more accurate forecasts. We desc...
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Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for day-to-day and dynamic within-day forecasting of incoming call volumes. Our approach is to treat the intra-day call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of ...
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The effective management of call centers is a challenging task mainly because managers are consistently facing considerable uncertainty. Among important sources of uncertainty are call arrival rates which are typically time-varying, stochastic, dependent across time periods and across call types, and often affected by external events. Accurately modeling and forecasting future call arrival volu...
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Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for interday and dynamic intraday forecasting of incoming call volumes. Our approach is to treat the intraday call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of histo...
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ژورنال
عنوان ژورنال: Manufacturing & Service Operations Management
سال: 2013
ISSN: 1523-4614,1526-5498
DOI: 10.1287/msom.1120.0405