In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based modeling technique could enrich the decision rule and the model. A matrix layout is introduced to present the model...

There has been some work, e.g. Carriere (1998), Valdez (2000b), and Valdez (2001), leading to the development of statistical models in understanding the mortality pattern of terminated policies. However, there is a scant literature on the empirical evidence of the true nature of the...