Role: M.Sc. Student
Tali Gertz was a M.Sc. student at the Technion. Her thesis entitled “Utilising Call Cacks: Time-Varying Queues with a Call Back Option” developed simulation-based optimization for call centers that implement a call-back operation. The work aims to help the organization set the call-back guarantees which form an ad-hoc contract with the customer, and therefore must be met.
Publication: Galit B. Yom-Tov and Tali Gurtz. 2018. “Delay Guarantee Planning of Call-Back Options in Time-Varying Service Systems”. In Winter Simulation Conference, December 9–12, 2018, Gothenburg, Sweden (DOI:10.1109/WSC.2018.8632519). (Link to the manuscript: call_back).