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Abstract

This research forecasts peak call volume to allow a centralized call center to minimize staffing costs. A Gaussian copula is used to capture the dependence among nonnormal distributions. Peak call volume can be easily and more accurately predicted using the marginal probability distribution with the copula function than without using a copula. The modeling approach allows simulating adding another cooperative. Ignoring the dependence that the copula includes, causes peak values to be underestimated.

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