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Routing and Staffing in Customer Service Chat Systems with Impatient Customers

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Cited by

2017When More Is Less: Field Evidence on Unintended Consequences of Multitasking

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51 cited

2018On the scheduling of operations in a chat contact center42 cited

2020An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level16 cited

2021The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes16 cited