A key input to the call center staffing process is a forecast for the number of calls arriving. Density forecasts of arrival rates are needed for analytical call center models, which assume Poisson arrivals with a stochastic arrival rate. Density ...
A number of fuzzy time series models have been designed and developed during the last decade. One problem of these models is that they only provide a single-point forecasted value just like the output of the crisp time series methods. In addition, these ...
Predictions of call center arrivals are a key input to staff scheduling models. It is, therefore, surprising that simplistic forecasting methods dominate practice, and that the research literature on forecasting arrivals is so small. In this paper, we ...
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