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Revenue Management Through Dynamic Cross Selling in Call Centers
16 references·1 citing·37 second hop
Revenue Management Through Dynamic Cross Selling in Call Centers (2010)Revenue Management Through Dynamic Cross …Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006)Staffing a Call Center with U…Revenue Management Through Dynamic Cross Selling in E-Commerce Retailing (2006)Revenue Management Through Dy…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Capacity Management in Rental Businesses with Two Customer Bases (2005)Capacity Management in Rental…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Cross-selling through database marketing: a mixed data factor analyzer for data augmentation and prediction (2003)Cross-selling through databas…On optimal call admission control in resource-sharing system (2001)On optimal call admission con…Marketing Engineering: Computer-Assisted Marketing Analysis and Planning (2000)Marketing Engineering: Comput…To Sell or Not to Sell (1999)To Sell or Not to SellStructural results for the control of queueing systems using event-based dynamic programming (1998)Structural results for the co…Applying latent trait analysis in the evaluation of prospects for cross-selling of financial services (1991)Applying latent trait analysi…An Introduction to Queueing Networks (1990)An Introduction to Queueing N…Monotonic and Insensitive Optimal Policies for Control of Queues with Undiscounted Costs (1989)Monotonic and Insensitive Opt…Optimal control of service rates in networks of queues (1987)Optimal control of service ra…Introduction to Queueing Networks (1987)Introduction to Queueing Netw…Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center (2020)Should We Wait Before Outsour…Applying a New Device in the Optimization of Exponential Queuing Systems (1975)Optimality of the shortest line discipline (1977)Optimal control of admission to a quenching system (1985)A survey of Markov decision models for control of networks of queues (1993)Dynamic Control of a Queue with Adjustable Service Rate (2001)Optimal Stock Allocation for a Capacitated Supply System (2002)Stochastic Modeling and the Theory of Queues (1989)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Some latent trait models and their use in inferring an examinee's ability (1968)INDIVIDUAL INVESTOR RISK AVERSION AND INVESTMENT PORTFOLIO COMPOSITION (1975)The impact of satisfaction and payment equity on cross-buying (2001)Cross-Selling Sequentially Ordered Products: An Application to Consumer Banking Services (2005)The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development (2009)Yield Management at American Airlines (1992)A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center (2007)Staffing Multiskill Call Centers via Linear Programming and Simulation (2008)Are Call Center and Hospital Arrivals Well Modeled by Nonhomogeneous Poisson Processes? (2014)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)A Method of Simulated Moments for Estimation of Discrete Response Models Without Numerical Integration (1989)Latent Variable Models and Factor Analysis (1989)Charting New Directions for Marketing (1999)Advertising, Research and Development, and Systematic Risk of the Firm (2006)Online Product Opinions: Incidence, Evaluation and Evolution (2011)Robust solutions of Linear Programming problems contaminated with uncertain data (2000)Service-Level Differentiation in Call Centers with Fully Flexible Servers (2008)Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Product-form queueing networks with negative and positive customers (1991)Bits through queues (1996)Queueing theory in manufacturing systems analysis and design: A classification of models for production and transfer lines (1996)The Complexity of Optimal Queuing Network Control (1999)Using the Analytic Hierarchy Process in New Product Screening (1999)A Viral Branching Model for Predicting the Spread of Electronic Word-of-Mouth (2009)Tourism marketing research: Past, present and future (2014)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 1987Introduction to Queueing Networks688 cited
  • 1990An Introduction to Queueing Networks662 cited
  • 2003Cross-selling through database marketing: a mixed data factor analyzer for data augmentation and prediction336 cited
  • 1991Applying latent trait analysis in the evaluation of prospects for cross-selling of financial services249 cited
  • 1987Optimal control of service rates in networks of queues248 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2000Marketing Engineering: Computer-Assisted Marketing Analysis and Planning208 cited
  • 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
  • 1998Structural results for the control of queueing systems using event-based dynamic programming147 cited
  • 2001On optimal call admission control in resource-sharing system142 cited
  • 1989Monotonic and Insensitive Optimal Policies for Control of Queues with Undiscounted Costs120 cited
  • 2005Capacity Management in Rental Businesses with Two Customer Bases115 cited
  • 2006Revenue Management Through Dynamic Cross Selling in E-Commerce Retailing

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98 cited
  • 1999To Sell or Not to Sell83 cited
  • Cited by

    • 2020Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center13 cited