Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

We use a detailed operational and clinical data set from a maternity hospital to investigate
how workload affects decisions in gatekeeper-provider systems, where the servers act as …

With the rapid development of telemedicine and the impact of the COVID-19 pandemic,
more and more patients are now resorting to using telemedicine channels for healthcare …

In this paper, we examine contracts to coordinate the capacity decision of a vendor who has
been hired by a client to provide call center support. We consider a variety of contracts, all …

As a result of government budgetary limits and rapid market growth, many public service
systems—such as health care—are characterized by extensive customer wait times that …

We developed a model to formulate the referral process in a tiered hospital system involving
a general hospital (GH) and community healthcare centers (CHCs), where green channels …

We propose an automated triage design for intelligent customer routing in live‐chat contact
centers and demonstrate its implementation using a real‐world data set from an S&P 500 …

Many service systems have servers with different capabilities and customers with varying
needs. One common way this occurs is when servers are hierarchical in their skills or in the …

In many service systems, customers are not served in the order they arrive, but according to
a priority scheme that ranks them with respect to their relative “importance.” However, it may …

In choosing healthcare services, price and waiting time are two important factors that matter
to patients. Price is set by healthcare providers, while waiting time is usually endogenously …