Research – Frank Hawkins Kenan Institute of Private Enterprise

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Market-Based Solutions to Vital Economic Issues

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Market-Based Solutions to Vital Economic Issues

Research

Seyed Emadi, Assistant Professor of Operations

Profile

Queue Now or Queue Later: An Empirical Study of Callers’ Redial Behaviors

  • Working Paper

Don’t Call Us, We’ll Call You: An Empirical Study of Callers’ Behaviors Under a Callback Option

  • Working Paper

Structural Estimation of Callers’ Delay Sensitivity in Call Centers

  • Article

Impact of Delay Announcements in Call Centers: An Empirical Approach

  • Article

Personalized Priority Policies in Call Centers Using Past Customer Interaction Information

  • Working Paper

Customer Learning in Call Centers From Previous Waiting Experiences

  • Article

Impact of Callers’ History on Abandonment: Model and Implications

  • Working Paper

A Structural Estimation Approach to Agent Attrition

  • Working Paper