Forecasting of Incoming Calls in a Commercial Bank Service Call Center.
Sirithep ChanbunkaewWipawee TharmmaphornphilasPublished in: ICCMS (2018)
Keyphrases
- call center
- commercial banks
- service quality
- service level
- influential factors
- arrival rate
- heavy traffic
- operational risk
- credit risk evaluation
- credit risk
- risk management
- customer relationship management
- queue length
- service times
- support vector regression
- forecasting model
- customer satisfaction
- information retrieval
- exchange rate
- distributed systems
- information systems
- steady state
- electronic commerce
- service providers