Improving the Productivity of Call Centers with Call Center Staffing Optimization
Call centers face a lot of challenges including but not limited to a high rate of call abandonment, long customer wait times, high agent idle times, too many call transfers, and high agent turnover rates. An efficient call center staffing can resolve many call center challenges. However, call center staffing can be tricky. What is the right number of agents to answer incoming calls with a minimum of abandoned calls? How should managers balance this against all constraints like service levels and agent skills? The good news is that Call Center Staffing Optimization can resolve all of these challenges with best-in-class optimization solvers and data science tools.
Join our interactive webinar to learn about:
- Call center challenges and their negative effects on businesses
- Call Center Staffing Optimization and its benefits
- Machine Learning++ and its advantages
- Required technologies to build efficient Call Center Staffing Optimization solutions
- How Cresco International can help you
Those are just some of the highlights, and Meysam Cheramin, Operations Research Specialist of Cresco International, and Sanjeev Datta, CEO of Cresco International, will go into much more detail in the webinar. Whether you are an expert in the field of optimization and data science or you do not know anything about them, you are guaranteed to learn new ways to improve the productivity of call centers by converting analytics into useful applications to solve their biggest challenges. We hope to see you there!
Meysam CheraminOperations Research Specialist
Meysam is an operations research specialist with 7 years
of experience in optimization, simulation, and data
analytics. He has been providing consulting services that
leverage operations research techniques based on the
idea that all solutions should focus on return on
investment, profit margin improvements, and new
revenue opportunities. He is keen on solving business
problems using a hybrid approach of analytics, modeling,
and process improvement.
Meysam has built many optimization applications for
various supply chain, healthcare, energy, and financial
problems. Developing resilient supply chain networks for
recycling permanent magnets, developing an operating
room scheduling application for hospitals, developing a
workforce scheduling application for call centers, and
developing trade promotion and pricing optimization
applications for retailers are some of his past project
experiences. Meysam’s technical toolbox includes Python,
C++, C, CPLEX, Gurobi, FICO Xpress, GAMS, AMPL, CVX, R,
SQL, SAS, MATLAB, and ARENA.
Meysam holds B.S. and M.S. degrees in Industrial
Engineering from the Kharazmi University and Sharif
University of Technology (Tehran, Iran). He has a Ph.D. in
Systems and Industrial Engineering from the University
of Arizona. He is the author of several academic papers on
optimization under uncertainty, supply chain
optimization, and healthcare scheduling.
Furthermore, he presented his work at several
international conferences including the Institute for
Operations Research and Management Sciences
(INFORMS) and the Institute of Industrial and Systems
Engineers (IISE). He also has a few years of experience in
teaching optimization, simulation, and statistics at the
Sanjeev has spent the last two decades consulting companies in technology and strategy around analytics and enterprise architecture. He has helped companies with data strategy, data governance, analytics & Data Science. He has led teams to deliver excellence for clients from strategy to implementation. His career began as a consultant working closely with technology which has allowed him to understand clients’ needs and the importance of generating ROI for continued business and partnerships.
- Scheduling Optimization in Manufacturing and Services
- Jul 27 2022
TimeCentral Time (UTC-06:00)
- 11:00 am - 12:00 pm