Improving customer service operations at

Matthew F. Keblis*, Maomao Chen

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

15 Citations (Scopus)


The success of the Internet retailer depends on its providing high-quality customer service.'s customer service operations consist of internally and externally managed contact centers. must size its contact centers appropriately, deciding about hiring and training at internally managed centers, and the volume of voice calls and e-mail messages to allocate to external service providers. We developed an approach based on mathematical programming that uses in planning capacity, reducing the average cost of handling a customer contact, and increasing the service level provided customers.

Original languageEnglish
Pages (from-to)433-445
Number of pages13
Issue number5
Publication statusPublished - 2006


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