CALL CENTRE WORKSHOP
July 23-25, 2004
Lecture Room: 1360
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08:30
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Registration for Call Centre Workshop (Room 5345) |
TALKS |
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09:00 - 10:00
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J. M. Harrison A Method for Staffing Large Call Centers Based on Stochastic Fluid Models |
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10:00 - 10:45
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Coffee Break (Room 1221) |
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10:45 - 11:45
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A. Zeevi Design and Control of a Large Call Center: Asymptotic Analysis Using Two-scale Fluid Limits |
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14:15 - 15:15
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A. Mandelbaum QED Queues |
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15:15 - 16:00
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Coffee Break (Room 1221) |
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16:00 - 17:00
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M. Armony Staffing and Routing in Large-Scale Service Systems |
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09:00 - 10:00
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Chantal Gagné (Speaker from Bell Canada) Challenges in Managing BCH Call Centers |
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10:00 - 10:30
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Coffee Break (Room 1221) |
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10:30 - 11:30
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N.F. Gans Tutorial on Telephone Call Centers |
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11:30 - 12:30
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H. Shen Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective |
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14:00 - 15:00
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W.A. Massey Queueing Networks with Time Varying Rates for Modeling Call Centers |
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15:00 - 16:00
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W. Whitt Approximations for Multi-Server Queues with Abandonments |
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16:00 - 16:30
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Coffee Break (Room 1221) |
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16:30 - 17:30
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S. Helber Profit-maximizing multi-period agent allocation in different types of inbound call centers |
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17:30
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Wine and Cheese Reception |
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08:30 - 09:30
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R. Atar Queueing systems with many servers: Control theory and heavy traffic asymptotics |
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09:30 - 10:30
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G. Koole Workforce planning and routing in multi-skill call centers |
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10:30 - 11:00
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Coffee Break (Room 1221) |
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11:00 - 12:00
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O.Z. Aksin Revenue Management through Dynamic Cross-Selling in Call Center |
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12:00 - 12:30
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K. Henken Fluid and Diffusion Models of an M-designed Call Center with Retrials |
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13:30 - 14:30
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P. L'Ecuyer Staffing and Scheduling in Call Centers |
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14:30 - 15:30
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Y.-P. Zhou Managing learning and turnover in employee staffing |