Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments...

Principal component analysis (PCA) is a widely used tool for data analysis and dimension reduction in applications throughout science and engineering. However, the principal components (PCs) can sometimes be difficult to interpret, because they are linear combinations of all the original...

Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for interday and dynamic intraday forecasting of incoming call volumes. Our approach is to treat the intraday call volume profiles as a high-dimensional vector time...

Sparse Principal Component Analysis (PCA) methods are efficient tools to reduce the dimension (or number of variables) of complex data. Sparse principal components (PCs) are easier to interpret than conventional PCs, because most loadings are zero. We study the asymptotic properties of these...