While call centers have recently invested in callback technology, the impact of this innovation on callers’ behavior and call center performance has been less clearly understood. Using call center data from a US commercial bank, we perform an empirical study of callers’ decisionmaking process in the presence of a callback option.
Companies are increasingly personalizing their product or service offerings based on their customers' history of interactions to increase revenue or improve customer service. In this paper we show how call centers can improve customer service by implementing personalized priority policies.
Worker attrition is a costly and operationally disruptive challenge throughout the world. Although large bodies of research have documented drivers of attrition and its operational consequences, managers still lack an integrated approach to understanding attrition and making decisions to address it on a forward-going basis.