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

Han Ye2016

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Articlebronze2016

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

Han Ye · Pierre L’Ecuyer · Haipeng Shen

95 citations·0/0 files stored·International Journal of Forecasting

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Forecasting Techniques and Applications Advanced Queuing Theory Analysis Healthcare Operations and Scheduling Optimization

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2008Forecasting with Exponential Smoothing : The State Space Approach 2005Statistical Analysis of a Telephone Call Center 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research 2004Proceedings of the 2004 Winter Simulation Conference, 2004.2002Designing a Call Center with Impatient Customers 2012Proceedings of the Winter Simulation Conference 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System

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2020Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting 2020Forecasting Brazilian mortality rates due to occupational accidents using autoregressive moving average approaches 2022Data-driven forecasting for operational planning of emergency medical services 2020Intraday shelf replenishment decision support for perishable goods 2017Scaling Limits for Infinite-server Systems in a Random Environment

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2016Rate-Based Daily Arrival Process Models with Application to Call Centersarticle · 15 shared references 2012On the modeling and forecasting of call center arrivalsother · 14 shared references 2012Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Modelsarticle · 13 shared references 2010Operations in Financial Services—An Overviewarticle · 12 shared references 2011Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothingarticle · 9 shared references 2019Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regimearticle · 9 shared references

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Year2016

Typearticle

Published2016-03-15

VenueInternational Journal of Forecasting

ISSN-L0169-2070

Languageen

Citations95

Files0 public / 0

ShelfForecasting Techniques and Applications

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doi10.1016/j.ijforecast.2015.11.012

openalex_workW2298106964

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