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When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance

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References

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1998

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State-dependent stochastic networks. Part I. Approximations and applications with continuous diffusion limits

102 cited

2006Revenue Management Through Dynamic Cross Selling in E-Commerce Retailing98 cited

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2015Proactive Customer Education, Customer Retention, and Demand for Technology Support: Evidence from a Field Experiment51 cited
2019Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems37 cited
2020Quick response and omnichannel retail operations with the ship‐to‐store program37 cited
2009Cross-Selling in a Call Center with a Heterogeneous Customer Population32 cited
2014A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending30 cited
2015The Benefit of Introducing Variability in Single-Server Queues with Application to Quality-Based Service Domains27 cited
2018On the Benefit (Or Cost) of Large‐Scale Bundling27 cited
2010Revenue Management Through Dynamic Cross Selling in Call Centers15 cited
2020Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center13 cited