We consider the robust design and control of call center systems with flexible interactive voice response (IVR) systems. In a typical call center equipped with an IVR system, customers are handled first by the IVR system, which is a computerized system that often enables customers to self-serve....

In diagnostic services, agents typically need to weigh the benefit of running an additional test and improving the accuracy of diagnosis against the cost of delaying the provision of services to others. Our paper analyzes how to dynamically manage this accuracy/congestion trade-off. To that end,...

Should a firm charge on a per-use basis or sell subscriptions when its service experiences congestion? Queueing-based models of pricing primarily focus on charging a fee per use for the service, in part because per-use pricing enables the firm to regulate congestion--raising the per-use price...