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Modeling and forecasting call center arrivals: A literature survey and a case study
16 references·5 citing·31 second hop
Modeling and forecasting call center arrivals: A literature survey and a case study (2016)Modeling and forecasting call center arri…Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes? (2014)Are Call Center and Hospital …Proceedings of the Winter Simulation Conference (2012)Proceedings of the Winter Sim…Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Staffing Multiskill Call Cent…Forecasting with Exponential Smoothing : The State Space Approach (2008)Forecasting with Exponential …The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Coping with Time‐Varying Dema…A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center (2007)A Comparison of Univariate Ti…The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta (2006)The application of forecastin…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Proceedings of the 2004 Winter Simulation Conference, 2004. (2004)Proceedings of the 2004 Winte…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Managing uncertainty in call centres using Poisson mixtures (2001)Managing uncertainty in call …Improving Service by Informing Customers About Anticipated Delays (1999)Improving Service by Informin…Data-driven forecasting for operational planning of emergency medical services (2022)Data-driven forecasting for o…Intraday shelf replenishment decision support for perishable goods (2020)Intraday shelf replenishment …Forecasting Brazilian mortality rates due to occupational accidents using autoregressive moving average approaches (2020)Forecasting Brazilian mortali…Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting (2020)Call me maybe: Methods and pr…Scaling Limits for Infinite-server Systems in a Random Environment (2017)Scaling Limits for Infinite-s…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)Foundations and Implications of a Proposed Unified Services Theory (2006)Introduction to the Theory of Queues. (1963)Stochastic Modeling and the Theory of Queues (1989)Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Personnel scheduling: A literature review (2012)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)The measurement of experienced burnout (1981)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)The power of two choices in randomized load balancing (2001)Workforce Planning Incorporating Skills: State of the Art (2014)Fundamentals of Queueing Theory. (1977)Fundamentals of queueing theory (2nd ed.). (1985)Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction* (2006)Bodies of Knowledge for Research in Behavioral Operations (2009)Behavioral Operations: Past, Present, and Future (2019)Regression and Kriging metamodels with their experimental designs in simulation: A review (2016)A unified framework for stochastic optimization (2018)System dynamics modeling for sustainable supply chain management: A literature review and systems thinking approach (2018)Forecasting: theory and practice (2022)Sensitivity Analysis and the Expected Value of Perfect Information (1998)Using games and simulations for supporting learning (2006)Conceptual modelling for simulation Part I: definition and requirements (2007)A note on the validity of cross-validation for evaluating autoregressive time series prediction (2017)A hybrid method of exponential smoothing and recurrent neural networks for time series forecasting (2019)An optimized model using LSTM network for demand forecasting (2020)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2008Forecasting with Exponential Smoothing : The State Space Approach818 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2004Proceedings of the 2004 Winter Simulation Conference, 2004.587 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2012Proceedings of the Winter Simulation Conference401 cited
  • 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System299 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 1999Improving Service by Informing Customers About Anticipated Delays221 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2008Staffing Multiskill Call Centers via Linear Programming and Simulation180 cited
  • 2006The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta176 cited
  • 2014Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes?175 cited
  • 2001Managing uncertainty in call centres using Poisson mixtures

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163 cited
  • 2007A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center161 cited
  • Cited by

    • 2020Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting53 cited
    • 2020Forecasting Brazilian mortality rates due to occupational accidents using autoregressive moving average approaches43 cited
    • 2022Data-driven forecasting for operational planning of emergency medical services34 cited
    • 2020Intraday shelf replenishment decision support for perishable goods25 cited
    • 2017Scaling Limits for Infinite-server Systems in a Random Environment20 cited