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Analytics of Better for Call Center Staffing

Posted by Bo Zhang on 11/08/2011 at 06:30 pm

In this post, Bo Zhang describes how analytics can improve performance in call centers. He won the 2010 Nicholson prize for his research and is now a research staff member at the Business Analytics and Mathematical Sciences Department of the IBM T.J. Watson Research Center.

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Topics: call center , analytics
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The purpose of this blog is to publish posts showcasing research in operations research and management science (funded research or research recommended to PIC as particularly promising), as well as papers and dissertations recognized for their novelty by being selected as finalists in INFORMS paper competitions. (This includes competitions run by INFORMS societies and sections.)

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