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 Dr. Meysam Cheramin, Operations Research Specialist of Cresco International, and Sanjeev Datta, CEO of Cresco International, will go into much more detail in the webinar. It should be noted that Meysam has developed Cresco’s Call Center Staffing Optimization app. 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!
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Dr. 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, and developing trade promotion and pricing optimization applications for retailers are some of his past project experiences. Moreover, Meysam has developed Cresco’s Call Center Staffing Optimization application. 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 university level.
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.
Thaylon NogueiraSenior Optimization Consultant at FICO
Delivering data-driven solutions often times goes beyond the modelling challenges they pose. Thaylon is experienced in working with clients and partners to evaluate technologies and understand their challenges while collaborating on solution design, to truly enable decision-making processes based on Advanced Analytics techniques, especially using Optimization.
Speaker in several events, leads engagements ranging from C-level business meetings to technical solution assessments, with clients from all the industry spectrum: Financial Services, Health Care, Telecom, Retail, Transportation, Manufacturing and Insurance. Specialist in cost-benefit analysis, pricing, ROI calculations and business case development.
Sample of recent/past engagements/projects:
-> Alternative structure deal optimization for the largest automotive financial services provider in Germany/Brazil
-> Pricing optimization for a top 3 retail bank in Brazil
-> Disassembly and formula opt. for a food processing and distribution multinational in Mexico
-> Vehicle routing optimization for major logistic company in Mexico
-> Pricing optimization for leading retail bank in Peru
-> Fleet profiling optimization for leading 3PL operator in Peru
-> Churn and collections optimization for major telecom company in Colombia
-> Last mile optimization for major retail company in Brazil
-> Sales plan optimization for major dairy company in Mexico
-> Fleet sizing optimization for leading insurance company in Brazil
-> Alternative structure deal optimization for major retail bank in Brazil
-> Inventory optimization for a medical devices and CPG multinational in Brazil.
-> Last mile optimization for leading energy company in Brazil
-> Inbound and Outbound transportation optimization for leading energy company in Brazil
-> SCM optimization for major retail company in Brazil
-> Last mile optimization for global food corporation in Brazil
-> Ethanol and sugar trading optimization for leading energy company in Brazil
-> S&OP optimization for leading cement company in Brazil
-> S&OP optimization for major pulp and paper company in Brazil
-> Mining vehicles and equipment sizing optimization for leading mining company in Brazil
-> Biodiesel bid optimization for energy company in Brazil
-> Resources allocation for major educational company in Brazil