3 citations · 6 across the 3 of their papers we have counts for
5 papers
Silent Abandonment in Text-Based Contact Centers: Identifying, Quantifying, and Mitigating its Operational Impacts
Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg +1
In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call…
Asymmetries of Service: Interdependence and Synchronicity
Andrew Daw, Galit B. Yom-Tov
On many dimensions, services can be seen to exist along spectra measuring the degree of interaction between customer and agent. For instance, every interaction features some number…
Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data
Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg
In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has…
The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes
Andrew Daw, Antonio Castellanos, Galit B. Yom-Tov +2
In customer support contact centers, every service interaction involves a messaging dialogue between a customer and an agent; together, they exchange information, solve problems, a…
The restricted Erlang-R Queue: Finite-size effects in service systems with returning customers
Johan S. H. van Leeuwaarden, Britt W. J. Mathijsen, Fiona Sloothaak +1
Motivated by health care systems with repeated services that have both personnel (nurse and physician) and space (beds) constraints, we study a restricted version of the Erlang-R m…