Concepedia

Call Center Forecasting

Call Center Forecasting is a predictive modeling methodology used in operations management to estimate future call volumes and resource demands in call centers by analyzing historical data and temporal patterns.

39

Publications

3.5K

Citations

94

Authors

64

Institutions

Publications per year

2017–2026

8

Parents

Publications

39

CALL—past, present and future

Stephen Bax · System · 2003 · 789 citations

, , +7

The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research

O. Zeynep Akşin, Mor Armony, Vijay Mehrotra · Production and Operations Management · 2007 · 766 citations

, , +14

A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center

James W. Taylor · Management Science · 2007 · 164 citations

, , +14

Interday Forecasting and Intraday Updating of Call Center Arrivals

Haipeng Shen, Jianhua Z. Huang · Manufacturing & Service Operations Management · 2008 · 148 citations

, , +16

The past, present and future of customer access centers

Jon Anton · International Journal of Service Industry Management · 2000 · 142 citations

, , +17

1–5 of 39

Authors

94

  1. HS
    Haipeng Shen

    University of North Carolina at Chapel Hill, United States

    8 publications · 477 citations

    8

    h-index

  2. VM
    Vijay Mehrotra

    University of San Francisco, United States

    4 publications · 958 citations

    4

    h-index

  3. JZ
    Jianhua Z. Huang

    Texas A&M University, United States

    4 publications · 266 citations

    4

    h-index

  4. PL
    Pierre L’Ecuyer

    Université de Montréal, Canada

    3 publications · 198 citations

    3

    h-index

  5. YZ
    Yong‐Pin Zhou

    University of Washington, United States

    2 publications · 81 citations

    2

    h-index

1–5 of 94

Institutions

64

  1. University of North Carolina at Chapel Hill

    Chapel Hill, United States

    7 h-index

    9 publications

    444 citations

  2. San Francisco State University

    San Francisco, United States

    3 h-index

    4 publications

    962 citations

  3. Texas A&M University

    College Station, United States

    3 h-index

    4 publications

    302 citations

  4. Université de Montréal

    Montreal, Canada

    3 h-index

    5 publications

    224 citations

  5. University of Pennsylvania

    Philadelphia, United States

    2 h-index

    4 publications

    312 citations

  6. University of Oxford

    Oxford, United Kingdom

    2 h-index

    2 publications

    225 citations

  7. Decision Sciences (United States)

    Fort Walton Beach, United States

    2 h-index

    4 publications

    206 citations

  8. University College London

    London, United Kingdom

    2 h-index

    2 publications

    185 citations

1–8 of 64

Venues

  1. Manufacturing & Service Operations Management

    3 publications · 297 citations

    3

    h-index

  2. Management Science

    3 publications · 244 citations

    3

    h-index

  3. Production and Operations Management

    POMS · 2 publications · 831 citations

    2

    h-index

  4. 2

    h-index

  5. Journal of Business Research

    JBR · 2 publications · 92 citations

    2

    h-index

1–5