Seasonal decomposition and forecasting of telecommunication data: A comparative case study

In this paper, forecasting models for the monthly outgoing telephone calls in a University Campus are presented. The data have been separated in the categories of international and national calls as well as calls to mobile phones. The total number of calls has also been analyzed. Three different methods, namely the Seasonal Decomposition, Exponential Smoothing Method and SARIMA Method, have been used. Forecasts with 95% confidence intervals were calculated for each method and compared with the actual data. The outcome of this work can be used to predict future demands for the telecommunications network of the University.     

Internet环境下的客户关系管理

随着电子商务活动的进一步开展 ,以客户关系管理 (CRM )为代表的新型的管理理念日益受到管理者的重视 ,基于Internet的呼叫中心作为实现CRM的重要技术支撑正经历着前所未有的变革 ,两者的进一步融合将极大地推动电子商务的发展。     

Predation and network based price discrimination in Chile

This paper uses a model of strategic interaction among firms –that set discriminatory and nonlinear prices– in addition to public information on prices of the plans marketed by the three major mobile phone companies, to assess the extent to which on-net/off-net price differentials in the plans they offered could represent predatory practices in the mobile telephony market in Chile. The results show that the largest companies offered a few plans with an off-net/on-net price differential larger than what a competitive theoretical model predicts. This larger differential is consistent with the notion of predation defined by Hoernig (2007) as reducing a competitor's profits. Despite the fact that these plans were a small fraction of all the plans mobile phone firms offered, they were recently banned by the antitrust authority because of their potential anticompetitive effects.     

Call Center Employees’ Intent to Quit: Examination of Job Engagement and Role Clarity

Call centers have become a valuable resource for hotels in managing customer experiences and relationships, yet they have also developed a reputation for being a stressful job which has made it a significant challenge to retain employees. Given high turnover rates among call center employees, it is important for hospitality firms to understand the factors influencing their intentions to quit. This study focuses on job engagement and role clarity to examine hotel call center employees’ intent to quit. The survey results of call center employees at a large resort hotel suggest that job engagement significantly influences the hotel call center employees’ intent to quit after accounting for job satisfaction and organizational support. Role clarity, however, is not related to intent to quit. Managerial implications and recommendations for increasing employee job engagement are discussed.     

Falling through the cracks: International accounting rate reform at the ITU and WTO

Heightened attention to international accounting rates at the ITU and the WTO has led some observers to conclude that carriers soon will impose cost-based termination charges. This article concludes that while accounting rates have declined on some routes, many incumbent carriers can and will delay or thwart progress. The article examines the FCC's unilateral regulatory initiative as evidence of a growing schism between governments keen on immediate progress and those that fear a ‘free fall’ in accounting rates and a quick end to settlement surpluses. The article also considers technological innovations like call-back and Internet telephony with an eye toward assesssing whether and how widespread accounting rate reductions will occur.     

电信CIS报警三字段信息的实时实现方案

本文介绍了电信话务各特服号报警指挥中心如何遵循信息产业部“信息不准拷贝、不准联网拷贝、报警时送三字段信息”的有关指示,建立能及时、准确地获得拨打各特服号码的主叫用户信息的实用系统,提出了相应的解决方案。经系统测试和实际运行,效果显著,具有广泛的应用前景。     

一种分布式呼叫中心排班模型

人员排班问题是呼叫中心运作的关键问题,因为呼叫中心60％-70％的成本是人员成本.近年来,分布式呼叫中心的出现给排班的建模与求解带来了新的挑战.基于对分布式呼叫中心排班的理解,论文提出了公平排班的原则,并提出了基于公平原则的混合整数排班模型,通过算例实验证明,排班模型能够较好地平衡多个呼叫中心分中心的工作量,并能在较短的时间内获得满意解.     

连续融资假说与可转换债券赎回条款设计初探——兼析中美与我国台湾赎回条款设计差异及原因

赎回条款是一个重要的可转换债券条款.从公司连续融资的视角看,赎回条款有利于有真实投资期权价值的未来融资.通常具有不久到期的投资期权的公司发行弱赎回保护,并提供短的保护期;具有较晚到期的投资期权的公司发行强赎回保护,且保护期较长.美国发行的可转换债券与此规律相符,中国大陆和台湾地区发行的可转换债券与此规律不相符.中美台可转换债券赎回条款设计的差异,与三地可转换债券融资的相关规定和可转换债券市场的发育程度有关.     

呼叫中心接入方式的创新与实现

本文回顾了呼叫中心（Call Center)技术的发展，重点介绍了作者在呼叫中心接入方式（电话、图文电话、微机终端、Web、可视终端、传真、手机）方面的研究成果，并给出了实现方案。     

中国认购权证市场价格偏差的实证研究

随着股权分置改革,中国的A股权证被再次推出,它的诞生丰富了投资者的交易品种,对建立多层次多维度的资本市场发挥了积极的作用.但是中国的A股权证市场仍存在诸多问题,实际价格偏离理论价格的现象司空见惯,其交易品种与交易规模不对称的现象也一直伴随着A股权证市场的发展.基于业内与学术界对A股权证价格偏差的困惑,本文利用混合回归模型和面板数据模型的实证方法,对认购权证市场价格偏差的研究发现,投资者对认购权证的频繁操作和投机炒作是导致价格偏差的重要原因,并且认购权证的创设制度对于抑制价格偏差的作用非常有限.此外,本文结合研究的实证结果,从创新A股权证产品和完善市场交易制度的角度,提出了完善和发展中国A股权证市场的政策建议.