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Publication Year

2009

Abstract

In a scenario of inbound call center customer service, the ability to forecast calls is a key element and advantage. By forecasting the correct number of calls a company can predict staffing needs, meet service level requirements, improve customer satisfaction, and benefit from many other optimizations. This project will show how elementary statistics can be used to predict calls for a specific company, forecast the rate at which calls are increasing/decreasing, and determine if the calls may stop at some point.

Included in

Mathematics Commons

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Advisors:

Arcadii Grinshpan, Mathematics and Statistics

Catrinia Hanlon, Accent Marketing

Problem Suggester:

Catrinia Hanlon