SFASA Seminar



Vijay Mehrotra, University of San Francisco


Thursday, May 9, 2013.  Coffee and snacks at 4:30pm, talk 5-6pm


Quantitative Analysis Challenges in Modern Call Center Management


Stanford satellite campus, room 379; 1070 Arastradero Road, Palo Alto




Call centers are an increasingly important part of today’s business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries.  Call centers have been a fertile area for statisticians and operations research analysts in several areas, including forecasting models, capacity planning methods, queuing models, and scheduling models.  In this talk, Vijay Mehrotra will describe an overall framework for call center planning and analysis and discuss some of his current work applying Bayesian decision theory to call center operations.


Driving directions:

We are located on the 3rd floor at 1070 Arastradero Palo Al to , CA 94304, between Deer Creek Road and Hillview Avenue. Once you enter the 1050/1070 Arastradero drive way, drive to the back of the drive way and make a 2nd left in to the parking lot. 1070 will be on your left (bldg 1050 will be on the right). After entering the building, just walk up a flight of stairs (Population Health Sciences). Conference #379 will be on the right hand side toward the back of the building.  There is no charge for parking here.

Here is a link to directions and parking for 1070 Arastradero Rd:  http://prevention.stanford.edu/about/directions-1070.html


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