3 papers
cs.SI2025
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…
cs.GT2024
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…
cs.SI2023
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…