Armony Mor

Mor Armony

Information about the author Mor Armony will soon be added to the site.
Found 10 papers in total
Does the Past Predict the Future? The Case of Delay Announcements in Service Systems
Does the Past Predict the Future? The Case of Delay Announcements in Service Systems
2017
Motivated by the recent interest in making delay announcements in large service...
Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing
Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing
2015
In a call center, staffing decisions must be made before the call arrival rate is...
Routing and Staffing in Large‐Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers
Routing and Staffing in Large‐Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers
2011
An important problem in the theory of dynamic programming is that of characterizing...
When promotions meet operations: Cross-selling and its effect on call center performance
When promotions meet operations: Cross-selling and its effect on call center performance
2010
We study cross-selling operations in call centers. The following questions are...
Fair dynamic routing in large-scale heterogeneous-server systems
Fair dynamic routing in large-scale heterogeneous-server systems
2010
In a call center, there is a natural trade-off between minimizing customer wait time...
The modern call center: a multi-disciplinary perspective on operations management research
The modern call center: a multi-disciplinary perspective on operations management research
2007
Call centers are an increasingly important part of today's business world, employing...
The impact of duplicate orders on demand estimation and capacity investment
The impact of duplicate orders on demand estimation and capacity investment
2005
Motivated by a $2.2 billion inventory write-off by Cisco Systems, we...
Contact centers with a call-back option and real-time delay information
Contact centers with a call-back option and real-time delay information
2004
Motivated by practices in customer contact centers, we consider a system that ofters...
On customer contact centres with a call-back option: customer decisions, routing rules, and system design
On customer contact centres with a call-back option: customer decisions, routing rules, and system design
2004
Organizations worldwide use contact centers as an important channel of communication...
Price and delay competition between two service providers
Price and delay competition between two service providers
2003
In this paper we study situations in which two firms offer identical service for...
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