Forecasting call center arrivals: Fixed-effects, mixed-effects, and bivariate models

Manufacturing and Service Operations Management

Volumn 15, Issue 1, 2013, Pages 72-85

  Ibrahim, Rouba ^a   L'Ecuyer, Pierre ^b  

^a UNIVERSITY COLLEGE LONDON   (United Kingdom)

^b UNIVERSITÉ DE MONTRÉAL   (Canada)

Author keywords

Arrival process; Call centers; Correlation; Dynamic updating; Forecasting

Indexed keywords

ARRIVAL PROCESS; CALL CENTERS; CORRELATION STRUCTURE; DEPENDENCE STRUCTURES; DYNAMIC UPDATING; FORECASTING ACCURACY; MIXED-EFFECTS MODELS; TELEPHONE CALL CENTERS;

INDUSTRIAL MANAGEMENT; MANAGEMENT SCIENCE; OPTICAL CORRELATION;

FORECASTING;

EID: 84875245056     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1120.0405     Document Type: Article

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