Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and Bivariate Models

A normal copula model for the arrival process in a call center

(2012) Nabil Channouf et al.   International Transactions in Operational Research

Workload forecasting for a call center: Methodology and a case study

(2010) Sivan Aldor-Noiman et al.   Annals of Applied Statistics

The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

(2010) Zeynep Aksin et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Optimizing daily agent scheduling in a multiskill call center

(2009) Athanassios N. Avramidis et al.   EUROPEAN JOURNAL OF OPERATIONAL RESEARCH

Intelligent Procedures for Intra-Day Updating of Call Center Agent Schedules

(2009) Vijay Mehrotra et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Forecasting time series of inhomogeneous Poisson processes with application to call center workforce management

(2008) Haipeng Shen et al.   Annals of Applied Statistics

Linear mixed models for longitudinal shape data with applications to facial modeling

(2008) Sarah J. E. Barry et al.   BIOSTATISTICS

Interday Forecasting and Intraday Updating of Call Center Arrivals

(2008) Haipeng Shen et al.   M&SOM-Manufacturing & Service Operations Management

Staffing Multiskill Call Centers via Linear Programming and Simulation

(2008) Mehmet Tolga Cezik et al.   MANAGEMENT SCIENCE

A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center

(2007) James W. Taylor   MANAGEMENT SCIENCE