Dr. Nikolay Anisimov
I am a computer scientist with over 20 years experience in the contact center software industry and 20 years of academic research background. My main strengths are in the development and application of new technologies to design and implement complex software systems. Strong analytical and problem solving skills and abilities. Effectively works in a multinational and distributed environment.
MY LATEST RESEARCH
Contact center technologies comprise different areas aimed at creation software supporting all contact cenetr functionalitues such as multi-channel support, interaction processing, automatic dialog managemt, inbound routing, agent support, reporting, etc.
The WFM Calculator calculates the number of agents needed to handle customer calls in a call center. The key advantage of the calculator is accounting for abandonment rate. This feature works when traditional Erlang-C calculators will not help. There is also a version of the calculator for outbound WFM.
