2 papers
cs.GT2025
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.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…