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...

Many forecasting methods perform poorly when dealing with intermittent demand patterns and large variations in demand quantity. The presence of significant fluctuations within the time series, coupled with a substantial proportion of zero observations, complicates the extraction of trend and...