Practical statistical methods for call centres with a case study addressing urgent medical care delivery

DOI10.1007/S10479-014-1529-2MaRDI QIDQ889569zbMATH OpenOpenAlexFDO

Authors S. G. Stirling, David A. Wooff

Publication date 9 November 2015

Published in Annals of Operations Research (Search for Journal in Brave)

Full work available at URL http://dro.dur.ac.uk/11457/1/11457.pdf

zbMATH Keywords

nonhomogeneous Poisson processnurse schedulingprediction intervalcall-centre forecastingdaily arrival patternpatient queue

Mathematics Subject Classification ID

Time series, auto-correlation, regression, etc. in statistics (GARCH) (62M10) Applications of statistics to economics (62P20) Deterministic scheduling theory in operations research (90B35) Case-oriented studies in operations research (90B90)

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Cites work

• scientific article; zbMATH DE number 4056645 (Why is no real title available?)
• scientific article; zbMATH DE number 1156422 (Why is no real title available?)
• scientific article; zbMATH DE number 203652 (Why is no real title available?)
• Analysis of call centre arrival data using singular value decomposition
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Forecasting emergency medical service call arrival rates
• Functional data analysis.
• Fundamentals of queueing theory
• Locally-weighted regression: an approach to regression analysis by local fitting
• Modeling Daily Arrivals to a Telephone Call Center
• Robust Locally Weighted Regression and Smoothing Scatterplots
• Seasonal adjustment with the X-11 method
• Solving the multi-objective nurse scheduling problem with a weighted cost function

Cited in

(4)

• Forecasting hourly peak call volume for a rural electric cooperative call center
• The impact of special days in call arrivals forecasting: a neural network approach to modelling special days
• Forecasting emergency medical service call arrival rates
• Forecasting call frequency at a financial services call centre

Describes a project that uses

Uses Software

• RExcelInstaller
• R

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