Advanced Workforce Optimization (AWO) Portal by ac2 Solutions offers: i) advanced forecasting models for multiple seasonal patterns found in service systems such call centers, hospitals, and back offices; ii) ILP based schedule optimization (work/off days, daily shift and break times) for centers with 10 to 20,000+ agents and complex scheduling rules in both skills-based and non-skills based environments; iii) strategic planning; and iv) performance optimization using real-time re-optimization and re-forecasting, scorecards, dashboards and agent adherence. We will take an in-depth look at the various capabilities offered and how they are used in call centers to manage workforce and optimize performance.

GERAD is supported by four academic institutions, HEC Montreal, Ecole Polytechnique, McGill University, and University of Quebec (Department of Mathematics and Computer Science). It includes experts in quantitative methods for business administration, operations researchers, theoreticians in computer science and discrete mathematics, mathematicians, and mathematical engineers. It gathers researchers sharing an interest in the mathematics of decision making under all its forms. Fundamentally, it is concerned with static, dynamic, stochastic, multi-criteria and multi-agent optimization. At the pre-decision stages, it is also interested in the mathematics of model building (discrete and continuous), statistics, simulation, and data mining.

Press Release

Abstract

About San Francisco Bay Area Service Science Lecture Series:

The mission of the lecture series is to help foster greater communication, understanding and collaboration around Service Science, Management and Engineering (SSME) between industry, academia and government. It is sponsored by:

IBM Almaden Research Center

Services Transformation and Innovation Group LLC

San Jose State University

Press Release