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

Citations

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Cited by:

  1. Yang, Dazhi & Sharma, Vishal & Ye, Zhen & Lim, Lihong Idris & Zhao, Lu & Aryaputera, Aloysius W., 2015. "Forecasting of global horizontal irradiance by exponential smoothing, using decompositions," Energy, Elsevier, vol. 81(C), pages 111-119.
  2. Barrow, Devon & Kourentzes, Nikolaos, 2018. "The impact of special days in call arrivals forecasting: A neural network approach to modelling special days," European Journal of Operational Research, Elsevier, vol. 264(3), pages 967-977.
  3. Krystian Jaworski, 2019. "Sentiment-induced regime switching in density forecasts of emerging markets’ exchange rates. Calibrated simulation trumps estimated autoregression," Bank i Kredyt, Narodowy Bank Polski, vol. 50(1), pages 83-106.
  4. Ibrahim, Rouba & Ye, Han & L’Ecuyer, Pierre & Shen, Haipeng, 2016. "Modeling and forecasting call center arrivals: A literature survey and a case study," International Journal of Forecasting, Elsevier, vol. 32(3), pages 865-874.
  5. Petropoulos, Fotios & Apiletti, Daniele & Assimakopoulos, Vassilios & Babai, Mohamed Zied & Barrow, Devon K. & Ben Taieb, Souhaib & Bergmeir, Christoph & Bessa, Ricardo J. & Bijak, Jakub & Boylan, Joh, 2022. "Forecasting: theory and practice," International Journal of Forecasting, Elsevier, vol. 38(3), pages 705-871.
    • Fotios Petropoulos & Daniele Apiletti & Vassilios Assimakopoulos & Mohamed Zied Babai & Devon K. Barrow & Souhaib Ben Taieb & Christoph Bergmeir & Ricardo J. Bessa & Jakub Bijak & John E. Boylan & Jet, 2020. "Forecasting: theory and practice," Papers 2012.03854, arXiv.org, revised Jan 2022.
  6. Barrow, Devon K., 2016. "Forecasting intraday call arrivals using the seasonal moving average method," Journal of Business Research, Elsevier, vol. 69(12), pages 6088-6096.
  7. Qi Feng & Zhibin Jiang & Jue Liu & J. George Shanthikumar & Yang Yang, 2025. "The Operational Data Analytics (ODA) for Service Speed Design," Management Science, INFORMS, vol. 71(3), pages 2467-2486, March.
  8. Xu, Paiheng & Zhang, Rong & Deng, Yong, 2017. "A novel weight determination method for time series data aggregation," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 482(C), pages 42-55.
  9. Kinshuk Jerath & Anuj Kumar & Serguei Netessine, 2015. "An Information Stock Model of Customer Behavior in Multichannel Customer Support Services," Manufacturing & Service Operations Management, INFORMS, vol. 17(3), pages 368-383, July.
  10. Thanyawan Chanpanit & Apinanthana Udomsakdigool, 2022. "Workforce Planning Framework for a Mobile Call Center Considering a Special Event," Energies, MDPI, vol. 15(4), pages 1-24, February.
  11. Andrea Bastianin & Marzio Galeotti & Matteo Manera, 2019. "Statistical and economic evaluation of time series models for forecasting arrivals at call centers," Empirical Economics, Springer, vol. 57(3), pages 923-955, September.
  12. Theresa Maria Rausch & Tobias Albrecht & Daniel Baier, 2022. "Beyond the beaten paths of forecasting call center arrivals: on the use of dynamic harmonic regression with predictor variables," Journal of Business Economics, Springer, vol. 92(4), pages 675-706, May.
  13. Choi, Jaesung & Roberts, David C. & Lee, Eunsu, 2014. "Forecast of CO2 Emissions From the U.S. Transportation Sector: Estimation From a Double Exponential Smoothing Model," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 53(3).
  14. Jonas Dovern & Hans Manner, 2020. "Order‐invariant tests for proper calibration of multivariate density forecasts," Journal of Applied Econometrics, John Wiley & Sons, Ltd., vol. 35(4), pages 440-456, June.
  15. Dovern, Jonas & Manner, Hans, 2016. "Robust Evaluation of Multivariate Density Forecasts," VfS Annual Conference 2016 (Augsburg): Demographic Change 145547, Verein für Socialpolitik / German Economic Association.
  16. Smirnov, Dmitry & Huchzermeier, Arnd, 2020. "Analytics for labor planning in systems with load-dependent service times," European Journal of Operational Research, Elsevier, vol. 287(2), pages 668-681.
  17. Ding, S. & Koole, G. & van der Mei, R.D., 2015. "On the estimation of the true demand in call centers with redials and reconnects," European Journal of Operational Research, Elsevier, vol. 246(1), pages 250-262.
  18. René Bekker & Dennis Moeke & Bas Schmidt, 2019. "Keeping pace with the ebbs and flows in daily nursing home operations," Health Care Management Science, Springer, vol. 22(2), pages 350-363, June.
  19. Albrecht, Tobias & Rausch, Theresa Maria & Derra, Nicholas Daniel, 2021. "Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting," Journal of Business Research, Elsevier, vol. 123(C), pages 267-278.
  20. Xiaojia Guo & Yael Grushka-Cockayne & Bert De Reyck, 2022. "Forecasting Airport Transfer Passenger Flow Using Real-Time Data and Machine Learning," Manufacturing & Service Operations Management, INFORMS, vol. 24(6), pages 3193-3214, November.
  21. Bahman Rostami‐Tabar & Mohamed Zied Babai & Aris Syntetos & Yves Ducq, 2014. "A note on the forecast performance of temporal aggregation," Naval Research Logistics (NRL), John Wiley & Sons, vol. 61(7), pages 489-500, October.
  22. Noah Gans & Haipeng Shen & Yong-Pin Zhou & Nikolay Korolev & Alan McCord & Herbert Ristock, 2015. "Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 17(4), pages 571-588, October.
  23. Dovern, Jonas & Manner, Hans, 2016. "Order Invariant Evaluation of Multivariate Density Forecasts," Working Papers 0608, University of Heidelberg, Department of Economics.
  24. Siddharth Arora & James W. Taylor & Ho-Yin Mak, 2023. "Probabilistic Forecasting of Patient Waiting Times in an Emergency Department," Manufacturing & Service Operations Management, INFORMS, vol. 25(4), pages 1489-1508, July.
  25. Andrea Bastianin & Marzio Galeotti & Matteo Manera, 2011. "Forecast Evaluation in Call Centers: Combined Forecasts, Flexible Loss Functions and Economic Criteria," Working Papers 20110301, Università degli Studi di Milano-Bicocca, Dipartimento di Statistica.
  26. Meade, Nigel & Islam, Towhidul, 2015. "Forecasting in telecommunications and ICT—A review," International Journal of Forecasting, Elsevier, vol. 31(4), pages 1105-1126.
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