Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
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(1)Overview: A call center is a centralized hub that exists solely for the purpose of making or attending calls to or from customers or perspective customers. In today’s economy, call centers have not only become the primary point of contact between customers and businesses but also a major investment for many organizations. Due to the magnitude of these operations, call center supervisors need to staff their organization efficiently in order to provide a satisfactory level of service at reasonable costs. This paper proposes a multiplicative model for modeling and forecasting within-day arrival rates to a US commercial bank’s call center.
