Telephone call centers are an integral part of many businesses, and their economic role is
significant and growing. They are also fascinating sociotechnical systems in which the …

Abstract The Real Options approach to decision-making has been useful in capturing and
valuing the flexibility inherent in many operating decisions that decision makers are faced …

This book provides one of the first unified accounts of the dynamic aspects involved in the
strategic behavior in queues. The author presents the material in an easy style with mostly …

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 …

This paper develops a model of dynamic pricing with endogenous intertemporal demand. In
the model, there is a monopolist who sells a finite inventory over a finite time horizon. The …

Information about delays can enhance service quality in many industries. Delay information
can take many forms, with different degrees of precision. Different levels of information have …

This paper gives an overview of routing and staffing algorithms in multi-skill contact centers.
Related issues and problems are characterized, and models and mathematical tools from …

Organizations worldwide use contact centers as an important channel of communication and
transaction with their customers. This paper describes a contact center with two channels …

This paper proposes the Q-Lasso method for wait time prediction, which combines statistical
learning with fluid model estimators. In historical data from four remarkably different …

This paper studies the performance impact of making delay announcements to arriving
customers who must wait before starting service in a many-server queue with customer …