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Activity Number:
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202
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Type:
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Topic Contributed
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Date/Time:
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Monday, August 3, 2009 : 2:00 PM to 3:50 PM
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Sponsor:
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Section on Bayesian Statistical Science
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| Abstract - #303843 |
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Title:
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Bayesian Inference in Abandonment Processes of Call Centers
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Author(s):
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Tevfik Aktekin*+
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Companies:
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The George Washington University
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Address:
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, Washington , DC, ,
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Keywords:
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Call Center ; Abandonment ; Bayesian Inference ; Mixture
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Abstract:
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In this paper we consider modeling abandonment behavior in call centers for different customer profiles. We present several time to event modeling strategies and develop Bayesian inference for posterior and predictive analyses. Different family of distributions, piecewise time to abandonment models and mixture models are introduced and their posterior analysis is carried out using Markov Chain Monte Carlo methods. We illustrate implementation of the proposed models using real call center data and discuss inferential implications for different call center customer profiles.
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- The address information is for the authors that have a + after their name.
- Authors who are presenting talks have a * after their name.
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