Requests

I work for an insurance company that utilises (Workforce Management) software to forecast call center staffing needs. The software utilises an Erlang calculation for staffing needs. The software does not always produce desireable results due to the varying number of call types that our call center representatives answer. I believe that there may be data mining tools and techniques that may be able to solve the problem or at least come closer.

I am interested in finding out about data mining techniques that may be able to assist with our forecasting needs. Or perhaps network with individuals/ organizations that are looking to solve similar challenges. I am also interested in finding out about other software that may be useful.

(Note from the Editor: Please reply to editor[at]kdnuggets.com and I will summarize in the next issue).