WORKSHOP ON CALL CENTERS
Université de Montréal, May
11, 2006
This one-day workshop on the modeling, simulation, and optimization of telephone call centers is aimed at students, researchers, and call center experts from the industry. The goal is to exchange information and ideas about all quantitative aspects of call center management where operations research can play a role. Issues of interest include:
- What are the important optimization problems encountered in call centers?
- How to build models that are realistic enough?
- How should we model and forecast call arrivals?
- Do we have good algorithms for staffing, scheduling, routing, etc.?
- What software tools do we need?
Approximately eight 45-minute talks will be given by invited experts. Questions and discussions will be strongly encouraged during and after the talks. Each talk will serve as a framework that determines a topic, raises important issues related to that topic, and orient the discussion.
A small number of (short) contributed talks may be accepted. Proposals for contributed talks (with a title, abstract, and full affiliation of the speaker) must be submitted to the organizer before April 1, 2006.
The workshop is immediately preceded by the Annual Conference of the Canadian Operational Research Society (CORS) and the Optimization Days, which are held jointly from May 8 to 10 at HEC Montréal.
Final Schedule :
8:25 -- 8:30 |
Opening remarks |
8:30 -- 9:20 |
Vijay Mehrotra, Blue Pumpkin Software and San Francisco University |
9:20 -- 10:10 |
Chantal Gagné, Bell Canada |
10:10 -- 10:30 |
Coffee Break |
10:30 -- 11:20 |
Shane Henderson, Cornell University |
11:20 -- 12:10 |
Pierre L'Écuyer, Université de Montréal |
12:10 |
Lunch, Le Cercle (HEC Montréal) |
13:20 -- 14:10 |
Christos Alexopoulos, Georgia Institute Of Technology |
14:10 -- 15:00 |
Armann Ingolfsson, University of Alberta, Canada |
15:00 -- 15:20 |
Jean-Christophe Van den Schrieck, POMS/IAG/Université catholique de
Louvain |
15:20 -- 15:40 |
Coffee Break |
15:40 -- 16:30 |
Auke Pot, Free University of Amsterdam |
16:30 -- 17:20 |
Thanos Avramidis, Université de Montréal |
Invited speakers:
Christos Alexopoulos, Georgia Institute of Technology, USA
Thanos Avramidis, Université de Montréal, Canada
Chantal Gagné, Bell Canada, Montréal, Canada
Shane Henderson, Cornell University, USA
Armann Ingolfsson, University of Alberta, Canada
Pierre L'Ecuyer, Université de Montréal, Canada
Vijay Mehrotra, Blue Pumkin Software and San Francisco State University, USA
Auke Pot, Frije University of Amsterdam, The Netherlands
Organizer:
Pierre L'Ecuyer, Canada Research Chair in Stochastic
Simulation and Optimization
www.iro.umontreal.ca/~lecuyer/
Local arrangements, registration, and logistics:
Carole Dufour, GERAD
Tel.: (514) 340-6053 ext. 6043
Fax: (514) 340-5269
Sponsored by:
Bell Canada
GERAD
Centre for Research on Transportation
Venue:
HEC Montréal, (Building no. 35 on the University of Montreal campus map)
Ernst & Young Room (number 69 on the map)
3000, chemin de la Côte-Sainte-Catherine
Montréal (Qc) H3T 2A7
To get to HEC using the public transportation services (STM):
Registration fees (in canadian dollars): Online registration.
$60 until April 7, 2006; $100 after April 7.
Students: $40
Includes a lunch and coffee.
Accommodation and transportation