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

Annals of Applied Statistics

Volumn 3, Issue 4, 2009, Pages 1403-1447

  Aldor Noiman, Sivan ^a   Feigin, Paul D ^a   Mandelbaum, Avishai ^b  

^a UNIVERSITY OF PENNSYLVANIA   (United States)

^b TECHNION ISRAEL INSTITUTE OF TECHNOLOGY   (Israel)

Author keywords

Call centers; Exogenous variables; Forecasting arrival count; QED regime; Square root staffing

Indexed keywords

EID: 79952017219     PISSN: 19326157     EISSN: 19417330     Source Type: Journal    
DOI: 10.1214/09-AOAS255     Document Type: Article

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