Forecasting the incoming load of a contact center using chaos theory methods

Boris Goldstein, Sergey Kislyakov
The work is devoted to the search for optimal methods of contact centermanagement, in particular, methods for forecasting the load for further calcula-tion of the required number of employees. If the number of staff will always bemore than is required, then the owners of the contact center will incur financiallosses on salaries. If there are too few employees, the quality of service will drop.To forecast the load, forecasting models based on simple nonlinear forecasting,local linear forecasting and global polynomial approximation are used. Thearticle presents the results of the application of chaos theory methods to predictthe incoming contact center load.abstractenvironment