Call center forecasting at AAA Michigan

Article Abstract:

Forecasting is vital for service providers such as automobile club AAA Michigan. The organization not only provides auto insurance but also travel and emergency road services that often require complex forecasting for its call centers' operation. Regression and neural network models of forecasting are used because of their predictive capabilities. These models can determine the number of calls expected in a particular time and weather condition to match with the number of call attendants needed to provide the service.

Direct Property and Casualty Insurance Carriers, Fire, marine, and casualty insurance, Auto Insurance, Forecasting, Management, Insurance industry, Automobile insurance, Business forecasting, Regression analysis, Emergency road service, AAA Michigan

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Modified Delphi: a concept for new product forecasting

Article Abstract:

A modified Delphi technique for new product forecasting is introduced. The Delphi technique is viewed as more appropriate for new product forecasting since it meets the strategy and not the operational requirement of such an activity. The steps to be followed in generic Delphi forecasting are described and extended to yield the modified technique. It essentially involvesthe averaging of forecasts made by different experts using the Baysian DecisionTheory.

Forecasts and trends, Technological forecasting, New products, Product introduction, Delphi technique

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