Posts Tagged ‘call center analyst’
Call Center Forecasting
I have started new research project to create accurate model for forecasting call volumes in call centers.
Generally speaking call centers are specialized offices for handling customers requesting assistance. They are often staffing from hundreds to thousands of agents. The call-volume forecasts drives staffing decisions. During the work hours volumes have high variance depending from different factors (promotions, events) and this make difficult to predict them. I plan to apply some newly developed techniques for statistical modeling in finance in hope to create good model for forecasting and implement it as commercial software. Initially it will perform only the “foresting” part but this can evolve in full featured work force management product.
My intentions are to post some research results and discuss call forecasting related problems on my new Call Center Forecasting blog page.
Tags: call center, call center analyst, call center research, call centre, contact center research, customer care, forecasting, work force management
