Cross-selling in a call center with a heterogeneous customer population

Operations Research

Volumn 57, Issue 2, 2009, Pages 299-313

  Gurvich, Itay ^a   Armony, Mor ^b   Maglaras, Constantinos ^c  

^a NORTHWESTERN UNIVERSITY   (United States)

^b NEW YORK UNIVERSITY   (United States)

^c The Sanford C Bernstein Co Center for Leadership and Ethics   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CALL CENTERS; CALL ROUTING; CROSS-SELLING; CUSTOMER SEGMENTATIONS; NEAR-OPTIMAL CONTROLS; OPERATIONAL DECISIONS; PRODUCT OFFERINGS; REVENUE POTENTIALS;

CUSTOMER SATISFACTION;

SALES;

EID: 65349093455     PISSN: 0030364X     EISSN: 15265463     Source Type: Journal    
DOI: 10.1287/opre.1080.0568     Document Type: Article

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