8th Floor, Jon M. Huntsman Hall, 3730 Walnut Street
Please click on links for downloadable pdf files
8:30 – 9:00 Continental Breakfast and Registration
9:00 - 9:30 Effect of Prior Work Experience on Agent Performance
Gina Dokko, Stern School of Business, New York University
Nancy Rothbard, Wharton School, University of Pennsylvania
Steffanie Wilk, Fisher College of Business, Ohio State University
9:30 – 10:00 Effect of Angry Customers on Agent Performance
Anat Rafaeli, Davidson Faculty of IE and Management, The Technion
10:00 – 10:30 Work Mood and its Effect on Agent Performance
Nancy Rothbard, The Wharton School, University of Pennsylvania
Steffanie Wilk, Fisher College of Business, Ohio State University
11:00 – 11:30 Skills-Based Routing and Staffing using
Itay Gurvich, Graduate School of Business, Columbia University
Ward Whitt, IEOR Department, Columbia University
11:30 – Noon Data-Driven Approach to Workforce Management
Achal Bassamboo, Kellogg School, Northwestern University
Assaf Zeevi, Graduate School of Business, Columbia University
Noon – 12:30 Modified-Offered Load and Fluid Models
For Workforce Management Paper Slides
Robert. C. Hampshire, Heinz School, Carnegie Mellon University
Otis Jennings, Fuqua School, Duke University
William A. Massey, ORFE Department, Princeton University
12:30 – 1:30 Discussion and Lunch
8th Floor, Jon M. Huntsman Hall, 3730 Walnut Street
Academic Session 3
1:30 – 2:00 Estimators for Delay Announcements
Rouha Ibrahim, IEOR Department, Columbia University
Ward Whitt, IEOR Department, Columbia University
2:00 – 2:30 Effect of Time Fillers on Customer Waiting
Anat Rafaeli, Davidson Faculty of IE and Management, The Technion
2:30 – 3:00 Use of Partial Delay Information for Waiting Customers
Gad Allon, Kellogg School, Northwestern University
Itay Gurvich, Graduate School of Business, Columbia University
Achal Bassamboo, Kellogg School, Northwestern University
3:00 - 3:30 Discussion and Break
Industry-Academic Session 1
3:30 – 3:50 Workforce Management Tools at Genesys
Alan McCord, Genesys Telecommunications Laboratories
3:50 – 4:10 DataMOCCA
Avishai Mandelbaum, Davidson Faculty of IE and
Management, The Technion
4:10 – 4:30 Workforce Management Tools at ac2
Turgut Aykin, ac2 Solutions
4:30 – 5:00 Discussion
5:00 – 6:30 Free Time
6:30 – 9:00 8th Floor, Jon M. Huntsman Hall, 3730 Walnut Street
Cocktails, Speaker, Dinner
Speaker: Bern Elliot, Vice President for Research, Gartner Inc.
8 th Floor, Jon M. Huntsman Hall, 3730 Walnut Street
8:00 – 8:30 Continental Breakfast
Industry-Academic Session 2
8:30 – 8:50 Longitudinal Analysis of Agent Productivity Data
Noah Gans, Wharton School, University of Pennsylvania
Nan Liu, Department of Statistics and OR, UNC Chapel Hill
Avishai Mandelbaum, Davidson Faculty of IE and Management, Technion
Haipeng Shen, Department of Statistics and OR, UNC Chapel Hill
8:50 – 9:10 Projecting Agent Productivity for Workforce Management“
Viroj Buraparate, Hewlett Packard
Steven Myles, Hewlett Packard
9:10 – 9:30 Skills-Based Routing and
Workforce Management for Airline Reservations
Gad Allon, Kellogg School, Northwestern University
Awi Federgruen, Graduate School of Business, Columbia University
9:30 – 10:00 Discussion and Break
Industry-Academic Session 3
10:00 – 10:20 Aspect’s View of Outsourcing
Kim Kegg, Aspect Software
10:20 – 10:40 Contracting Problems for Outsourcing
Sameer Hasija, School of Management, SUNY Binghamton
Edieal Pinker, Simon School, University of Roche ster
Robert Shumsky, Tuck School, Dartmouth College
10:40 – 11:00 Some of IBM’s Outsourcing Businesses
Aliza Heching, IBM
Abhijit Bose, IBM
11:00 – 11:30 Discussion and Break
Industry-Academic Session 4
11:30 – 11:50 Skills-Based Routing and First-Call Resolution
Vijay Mehrota, College of Business, San Francisco State University
Kevin Ross, University of California, Santa Cruz
Yong-Pin Zhou, University of Washington Business School
11:50 – 12:10 Turning the Customer Service Call Center into an Engine for Value Creation and a Corporate Asset
Frank Madonna, Mellon Investor Services
12:10 – 12:30 Flexibility Structures and Skills-Based Routing
Zeynep Aksin, Koç University
12:30 - 1:00 Discussion and Box Lunch
1:00 Adjourn