| 8:20 | Registration and breakfast |
| 8:50 | Opening |
| 9:00 | Pierre L'Ecuyer, Université de Montréal, Canada |
| Modeling and Optimization in Call Centers: A Quick Glance at Some Relevant Problems | |
| 9:40 | Ger Koole, Vrije University of Amsterdam, Netherlands |
| Optimal Traffic Management | |
| 10:30 | Coffee and brioches |
| 11:00 | Noah Gans, Wharton School, Philadelphia, USA |
| Stochastic Programming Models for Call-Center Workforce Scheduling | |
| 11:40 | Turgut Aykin, ac2 Solutions, Hazlet, NJ, USA |
| 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 |
| Blind Fair Routing in Large-Scale Service Systems | 14:40 | Assaf Zeevi, Columbia University, NY, USA |
| Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited | |
| 15:30 | Coffee and drinks |
| 15:50 | Awi Federgruen, Columbia University, NY, USA |
| 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 |
| 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 |
| Modeling Issues for Operational Real-Time Simulation of an Hydro-Québec Call Center | |
| 17:40 | Closing |