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Cross-Selling in a Call Center with a Heterogeneous Customer Population

Gurvich, Itai; Armony, Mor; Maglaras, Costis - 2012

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...

Persistent link: https://www.econbiz.de/10014042403

Staffing call centers with uncertain demand forecasts : a chance-constrained optimization approach

Gurvich, Itai; Luedtke, James; Tezcan, Tolga - In: Management science : journal of the Institute for … 56 (2010) 7, pp. 1093-1115

Persistent link: https://www.econbiz.de/10003996519

Excursion-based universal approximations for the Erlang-A queue in steady-state

Gurvich, Itai; Huang, Junfei; Mandelbaum, Avishai - In: Mathematics of operations research 39 (2014) 2, pp. 325-373

Persistent link: https://www.econbiz.de/10010384205

Call center staffing : service-level constraints and index priorities

Soh, Seung Bum; Gurvich, Itai - In: Operations research 65 (2017) 2, pp. 537-555

Persistent link: https://www.econbiz.de/10011673193

Overflow networks : approximations and implications to call center outsourcing

Gurvich, Itai; Perry, Ohad - In: Operations research 60 (2012) 4, pp. 996-1009

Persistent link: https://www.econbiz.de/10009627408