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We analyze call center data on properties such as agent heterogeneity, customer patience and breaks. Then we compare simulation models that are different in the ways these properties are modeled. We classify them according to the extend in which they approach the actual service level and average waiting times. We obtain a theoretical understanding on how to distinguish between the model error and other aspects such as random noise. We conclude that modeling explicitly breaks and agent heterogeneity is crucial for obtaining a precise model.

With the development of new sensors and monitoring devices, more sources of data become available to be used as inputs for machine learning models. These can on the one hand help to improve the accuracy of a model. On the other hand, combining these new inputs with historical data remains a challenge that has not yet been studied in enough detail. In this work, we propose a transfer learning algorithm that combines new and historical data with different input dimensions. This approach is easy to implement, efficient, with computational complexity equivalent to the ordinary least-squares method, and requires no hyperparameter tuning, making it straightforward to apply when the new data is limited. Different from other approaches, we provide a rigorous theoretical study of its robustness, showing that it cannot be outperformed by a baseline that utilizes only the new data. Our approach achieves state-of-the-art performance on 9 real-life datasets, outperforming the linear DSFT, another linear transfer learning algorithm, and performing comparably to non-linear DSFT., Comment: Manuscript accepted for publication at the Journal of Computational Mathematics and Data Science. Code available at https://github.com/lpsilvestrin/incremental_input_tl

Within hospitality, marketing departments use segmentation to create tailored strategies to ensure personalized marketing. This study provides a data-driven approach by segmenting guest profiles via hierarchical clustering, based on an extensive set of features. The industry requires understandable outcomes that contribute to adaptability for marketing departments to make data-driven decisions and ultimately driving profit. A marketing department specified a business question that guides the unsupervised machine learning algorithm. Features of guests change over time; therefore, there is a probability that guests transition from one segment to another. The purpose of the study is to provide steps in the process from raw data to actionable insights, which serve as a guideline for how hospitality companies can adopt an algorithmic approach.

Demand forecasting is extremely important in revenue management. After all, it is one of the inputs to an optimisation method which aim is to maximize revenue. Most, if not all, forecasting methods use historical data to forecast the future, disregarding the "why". In this paper, we combine data from multiple sources, including competitor data, pricing, social media, safety and airline reviews. Next, we study five competitor pricing movements that, we hypothesize, affect customer behavior when presented a set of itineraries. Using real airline data for ten different OD-pairs and by means of Extreme Gradient Boosting, we show that customer behavior can be categorized into price-sensitive, schedule-sensitive and comfort ODs. Through a simulation study, we show that this model produces forecasts that result in higher revenue than traditional, time series forecasts.

We describe the models we built for hospital admissions and occupancy of COVID-19 patients in the Netherlands. These models were used to make short-term decisions about transfers of patients between regions and for long-term policy making. We motivate and describe the model we used for predicting admissions and how we use this to make predictions on occupancy.

Forecasting demand is one of the fundamental components of a successful revenue management system in hospitality. The industry requires understandable models that contribute to adaptability by a revenue management department to make data-driven decisions. Data analysis and forecasts prove an essential role for the time until the check-in date, which differs per day of week. This paper aims to provide a new model, which is inspired by cubic smoothing splines, resulting in smooth demand curves per rate class over time until the check-in date. This model regulates the error between data points and a smooth curve, and is therefore able to capture natural guest behavior. The forecast is obtained by solving a linear programming model, which enables the incorporation of industry knowledge in the form of constraints. Using data from a major hotel chain, a lower error and 13.3% more revenue is obtained.

We give an overview of the practice and science of call center workforce planning, where we evaluate the commonly used methods by their quality and the theory by its applicability. As such this paper is useful for developers and consultants interested in the background and advanced methodology of workforce management, and for researchers interested in practically relevant science.

We study the impact of service-time distributions on the distribution of the maximum queue length during a busy period for the M^X/G/1 queue. The maximum queue length is an important random variable to understand when designing the buffer size for finite buffer (M/G/1/n) systems. We show the somewhat surprising result that for three variations of the preemptive LCFS discipline, the maximum queue length during a busy period is smaller when service times are more variable (in the convex sense)., Comment: 12 pages