Call Center Management

Cleveland, Brad; Mayben, Julia; Greff, Günter

doi:10.1007/978-3-322-93006-4

Cited by 40 publications

(40 citation statements)

References 0 publications

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“…The first alternative is a simple method that is currently used in the call center industry (Cleveland andMayben 2004, Weinberg et al 2007), which incorporates both day-of-the-week and time-of-day effects in a linear additive model. Specifically, let d i denote the day-of-the-week of day i, and x ij = N ij + 1/4 with N ij being the call volume during period j of day i.…”

Section: Interday Forecastingmentioning

confidence: 99%

Interday Forecasting and Intraday Updating of Call Center Arrivals

Shen

Huang

2008

M&SOM

128

122

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Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for interday and dynamic intraday forecasting of incoming call volumes. Our approach is to treat the intraday call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of historical intraday profiles and then apply time series and regression techniques. Both interday (or day-to-day) dynamics and intraday (or withinday) patterns of call arrivals are taken into account by our approach. Distributional forecasts are also developed. The proposed methods are data-driven, and appear to be robust against model assumptions in our simulation studies. They are shown to be very competitive in outof-sample forecast comparisons using two real data sets. Our methods are computationally fast and therefore it is feasible to use them for real-time dynamic forecasting.

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Section: Interday Forecastingmentioning

confidence: 99%

Interday Forecasting and Intraday Updating of Call Center Arrivals

Shen

Huang

2008

M&SOM

128

122

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show abstract

“…Some of the communication channels most frequently mentioned in the reference literature are the following (Cleveland, 2012 YouTube; LinkedIn). Different communication channels may be used in interaction when communicating with the clients (for instance, if a client addresses the bank by telephone and requires certain documentation, it can be submitted to him through another communication channel).…”

Section: Communication Channels In Contact Centersmentioning

confidence: 99%

“…Tako na primer, uobičajeno je da se na pozive, imejlove, društvene mreže u realnom vremenu, SMS, čet, video pozive, pozovi me odmah (Web callme-now), klikni za razgovor (Web click-to-talk) odgovara odmah, dok se na zahteve dobijene putem odloženih društvenih mreže, odlazeće pozive, pozovi me kasnije (Web call-me-later), odgovara kasnije i odgovori su odloženi (Cleveland, 2012).…”

Section: Društvene Mrežeunclassified

Contact centers organization, communication channels, and contact centers employees

Dasic¹,

Kostić-Stanković²

2015

Bankarstvo

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“…where λ (k) (t) is the kth derivative of λ(t) evaluated at time t, from which we obtain from (6.1) the approximation We can also consider a second-order Taylor-series approximation for the arrival-rate function λ(t): (2) (t) u 2 2 for u ≥ 0, (6.11) from which Eick et al [3,Theorem 9] obtain the approximation…”

Section: Taylor-series Approximationsmentioning

confidence: 99%

“…Gans et al [6] provide a good introduction to call centers with an operations research perspective. The traditional management perspective is nicely described by Cleveland and Mayben [2].…”

Section: Introductionmentioning

confidence: 99%