Abstract
Call centre technology is subject to multiple improvements and innovations. Some of them try to improve agent performance and client satisfaction. There are two different but intrinsically linked problems. The first one is related to predictions of call arrivals, call abandonment, available agents having a certain skill, call pick-up and average delay time; and the second one deals with workload distribution within a multi-skill Call Centre. In this paper, we focus on forecasting call arrivals, which can be approached from several angles. Specifically, we analyse and compare Neural Networks, Time Series and Regression Models in this study. © 2010 Springer-Verlag.
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CITATION STYLE
Millán-Ruiz, D., Pacheco, J., Hidalgo, J. I., & Vélez, J. L. (2010). Forecasting in a multi-skill call centre. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 6114 LNAI, pp. 582–589). https://doi.org/10.1007/978-3-642-13232-2_71
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