8:20 |
Registration and breakfast |
8:50 |
Opening |
9:00 |
Pierre L'Ecuyer, Université de Montréal, Canada
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Modeling and Optimization in Call Centers: A Quick Glance at Some Relevant Problems
|
9:40 |
Ger Koole, Vrije University of Amsterdam, Netherlands
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Optimal Traffic Management |
10:30 |
Coffee and brioches |
11:00 |
Noah Gans, Wharton School, Philadelphia, USA |
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Stochastic Programming Models for Call-Center Workforce Scheduling |
11:40 |
Turgut Aykin, ac2 Solutions, Hazlet, NJ, USA |
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Contact Center Workforce Management and Performance Optimization |
12:30 |
LUNCH at Le Cercle, HEC Montreal, 6th floor, South elevator |
13:50 |
Mor Armony, New York University, USA |
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Blind Fair Routing in Large-Scale Service Systems |
14:40 |
Assaf Zeevi, Columbia University, NY, USA |
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Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited |
15:30 |
Coffee and drinks |
15:50 |
Awi Federgruen, Columbia University, NY, USA |
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Integrated Planning Models for Capacity Planning and Call Routing in Call Center Networks with General Service-Level Agreements |
16:40 |
Wyean Chan, Bell Canada and Université de Montréal, Canada |
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Staffing Multiskill Call Centers with Service Level and Fairness Constraints: An Approach Based on Aggregation, PASTA, and Partial Simulation |
17:10 |
Amel Jaoua, Hydro-Quebec and Université de Montréal, Canada |
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Modeling Issues for Operational Real-Time Simulation of an Hydro-Québec Call Center |
17:40 |
Closing |