Call Center Forum

May 8-9, 2003
Speaker Presentations

Service Automation [Power Point file, 568k]
Alicia Abella, AT&T Labs Research

Analyzing Customer Data [Power Point file, 250k]
Pete Fader, University of Pennsylvania

Outsourcing [Power Point file, 128k]
Ravi Aron, University of Pennsylvania

Outsourcing [Power Point file, 868k]
Joe Feldkamp, Convergys Corporation

Flexibility and Skills-Based Routing [PDF file, 835k]
Avi Mandelbaum, Technion

Flexibility and Skills-Based Routing [PowerPoint file, 472k]
Mark Van Oyen, Loyola University of Chicago