Forecasting has always been at the forefront of decision making and planning. The
uncertainty that surrounds the future is both exciting and challenging, with individuals and …

Many service systems display nonstationary demand: the number of customers fluctuates
over time according to a stochastic—though to some extent predictable—pattern. To …

The effective management of call centers is a challenging task, mainly because managers
consistently face considerable uncertainty. One important source of this uncertainty is the …

Emergency Department (ED) plays a critical role in healthcare systems by providing
emergency care to patients in need. The quality of ED services, measured by waiting time …

Abstract Machine learning (ML) techniques within the artificial intelligence (AI) paradigm are
radically transforming organizational decision-making and businesses' interactions with …

We approach the problem of forecasting the load of incoming calls in a cell of a mobile
network using Echo State Networks. With respect to previous approaches to the problem, we …

We consider different statistical models for the call arrival process in telephone call centers.
We evaluate the forecasting accuracy of those models by describing results from an …

We provide an overview of the state of the art in research on operations in financial services.
We start by highlighting a number of specific operational features that differentiate financial …

Predicting ambulance demand accurately at fine time and location scales is critical for
ambulance fleet management and dynamic deployment. Large-scale datasets in this setting …

A key challenge for call centres remains the forecasting of high frequency call arrivals
collected in hourly or shorter time buckets. In addition to the complex intraday, intraweek and …