Browsing by Author "Kıygı-Çallı, Meltem"
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Forecasting time-varying arrivals: Impact of direct response advertising on call center performance
Kıygı-Çallı, Meltem; Weverbergh, Marcel; Franses, Philip Hans (Elsevier Inc., 2021-07)This study investigates manpower planning and the performance of a national call center for scheduling car repairs and responding to road interventions. We model the impact of advertising on the required capacity and develop ...