Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing

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

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

On a Data-Driven Method for Staffing Large Call Centers

(2009) Achal Bassamboo et al.   OPERATIONS 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

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

Call Center Outsourcing Contract Analysis and Choice

(2008) O. Zeynep Akşin et al.   MANAGEMENT SCIENCE

Feasible parameter regions for alternative discrete state space models

(2008) Paul D. Feigin et al.   STATISTICS & PROBABILITY LETTERS

A Simple Staffing Method for Multiskill Call Centers

(2007) Auke Pot et al.   M&SOM-Manufacturing & Service Operations Management

Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach

(2007) Refik Soyer 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