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Latest Publication
"Customer Service Operations: A Gatekeeper Framework"
with Maqbool Dada and Evgeny Kagan. Forthcoming at 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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