We develop a new framework for designing online policies given access to an oracle providing statistical information about an offline benchmark. Having access to such prediction oracles enables simple and natural Bayesian selection policies, and raises the question as to how these policies...

Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product offerings accordingly. This paper considers a call center with cross-selling capability that serves...

Many service providers utilize priority queues. Many consumers revile priority queues. However, some form of priority service may be necessary to maximize social welfare. Consequently, it is useful to understand how the priority scheme chosen by a revenue-maximizing firm differs from the one a...

We study matching queues with abandonment. The simplest of these is the two-sided queue with servers on one side and customers on the other, both arriving dynamically over time and abandoning if not matched by the time their patience elapses. We identify non-asymptotic and universal scaling laws...

We study how to optimally match agents in a dynamic market with heterogeneous match values. A network topology determines the feasible matches in the market. We consider networks that are two-sided when all matches include two agents, or acyclic otherwise. An inherent trade-off arises between...

We study centralized dynamic matching markets with finitely many agent types and heterogeneous match values. A network topology describes the pairs of agent types that can form a match and the value generated from each match.A matching policy is hindsight optimal if the policy can (nearly)...

Collaboration is important in services, but may lead to interruptions. Professionals exercise discretion on when to preempt individual tasks to switch to collaborative tasks. Discretionary task switching can introduce changeover times when resuming the preempted task and thus can increase total...

Brownian approximations are widely studied because of their tractability relative to the original queueing models. Their stationary distributions are used as proxies for those of the original queues that they model and the convergence of suitably scaled and centered processes provides...

Delay announcements informing customers about anticipated service delays are prevalent in service-oriented systems. Which delay announcements a service provider should use is a complex question, and its answer depends on both the dynamics of the underlying queuing system and on the customer...

We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (staffing) and how does one match them with customers (control) in order to minimize cost or maximize profit, subject...