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Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option
Management Science ( IF 4.6 ) Pub Date : 2020-10-05 , DOI: 10.1287/mnsc.2020.3621
Brett A. Hathaway 1 , Seyed M. Emadi 2 , Vinayak Deshpande 2
Affiliation  

Although call centers have recently invested in callback technology, the effects of this innovation on call center performance are not clearly understood. In this paper, we take a data-driven appro...

中文翻译:

不要打电话给我们,我们会打电话给您:回调选项下呼叫者行为的实证研究

尽管呼叫中心最近已经在回调技术上进行了投资,但是这种创新对呼叫中心性能的影响尚不清楚。在本文中,我们采用了数据驱动的方法。
更新日期:2020-10-05
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