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Latest Publication
"Customer Service Operations: A Gatekeeper Framework"
with Maqbool Dada and Evgeny Kagan. Production and Operations Management.
Customer service now spans multiple channels, including live chat, AI chatbots, and social media, beyond traditional in-person and phone interactions. We develop a model to understand how service requests should be handled within each channel and explore how to make strategic, tactical, and operational decisions around staffing, training, and channel deployment.
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