most citedWorkload forecasting for a call center: Methodology and a case study

83 citations · 83 across the 1 of their papers we have counts for

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stat.AP2013

Spatio-Temporal Low Count Processes with Application to Violent Crime Events

Sivan Aldor-Noiman, Lawrence D. Brown, Emily B. Fox +1

There is significant interest in being able to predict where crimes will happen, for example to aid in the efficient tasking of police and other protective measures. We aim to mode…

stat.AP2010★ 83 cited

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

Sivan Aldor-Noiman, Paul D. Feigin, Avishai Mandelbaum

Today's call center managers face multiple operational decision-making tasks. One of the most common is determining the weekly staffing levels to ensure customer satisfaction and m…