Cross Selling in Call Centers

Daniel J. Epstein Department of Industrial and Systems Engineering Seminar: "Cross Selling in Call Centers"*Dr. Mor ArmonyAssociate Professor of Operations Management, Stern School of Business, New York UniversityABSTRACT: Cross selling is an increasingly prevalent practice in call centers. This is largely because it allows firms to dynamically segment callers and customize product offerings accordingly. In this work we develop a framework under which both marketing decisions (such as: customer segmentation and pricing) and operational decisions (such as: staffing, call sequencing and dynamic cross selling) may be considered jointly. We propose near-optimal pricing, staffing, sequencing and cross-selling policies under various forms of customer segmentation. Finally, we characterize how the degree and timing of customer segmentation impacts these policies and, correspondingly, the center's profitability.*Based on joint work with Itay Gurvich and Costis Maglaras.MONDAY, MAY 7, 2007, GERONTOLOGY BUILDING (GER) ROOM 309, 10:00 – 11:00 AM

Location: Ethel Percy Andrus Gerontology Center (GER) - 309

Audiences: Everyone Is Invited

Contact: Georgia Lum