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...

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...

Several Emergency Medical Service (EMS) agencies across the US have demonstrated that the time spent by EDs on ambulance diversion can be reduced by implementing community-wide policies that restrict the duration and frequency of diversion episodes. However, the mechanisms through which these...