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 …

We investigate the impact of delay announcements on the coordination within hospital
networks using a combination of empirical observations and numerical experiments. We …

Motivated by practices in customer contact centers, we consider a system that offers two
modes of service: real-time and postponed with a delay guarantee. Customers are informed …

This paper models a call center as a Markovian queue with multiple servers, where
customer balking, impatience, and retrials are modeled explicitly. The resulting queue is …