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A comparison of univariate time series methods for forecasting intraday arrivals at a call center.

Abstract:

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 evaluate univariate time series methods for forecasting intraday arrivals for lead times from one half-hour ahead to two weeks ahead. We analyze five series of intraday arrivals for call centers operated by a retail bank in the United Kingdom. A...

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Publisher copy:
10.1287/mnsc.1070.0786

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Journal:
Management Science
Volume:
54
Issue:
2
Publication date:
2008-01-01
DOI:
URN:
uuid:6050c4e9-7131-434d-85f3-4351957b9b58
Local pid:
oai:economics.ouls.ox.ac.uk:14875
Language:
English

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