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Structural estimation of callers' delay sensitivity in call centers

Akşin, Zeynep; Ata, Barış; Emadi, Seyed Morteza; Su, … - In: Management science : journal of the Institute for … 59 (2013) 12, pp. 2727-2746

Persistent link: https://www.econbiz.de/10010234717

Impact of delay announcements in call centers : an empirical approach

Akşin, Zeynep; Ata, Baris; Emadi, Seyed Morteza; Su, … - In: Operations research 65 (2017) 1, pp. 242-265

Persistent link: https://www.econbiz.de/10011649054

Customer Learning in Call Centers From Previous Waiting Experiences

Emadi, Seyed Morteza - 2018

Designing modern call centers requires an understanding of callers' patience and abandonment behavior. Using a Cox regression analysis, we show that callers' abandonment behavior may differ based on their contact history, and changes across their different contacts. We control for caller...

Persistent link: https://www.econbiz.de/10012919027

Don't call us, we'll call you : an empirical study of caller behavior under a callback option

Hathaway, Brett A.; Emadi, Seyed Morteza; Deshpande, Vinayak - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1508-1526

Persistent link: https://www.econbiz.de/10012506002

Personalized priority policies in call centers using past customer interaction information

Hathaway, Brett Alan; Emadi, Seyed Morteza; Deshpande, … - In: Management science : journal of the Institute for … 68 (2022) 4, pp. 2806-2823

Persistent link: https://www.econbiz.de/10013368311