| Home | PUBLICATIONS and ONGOING WORK Call Center-survey Aksin, O.Z., Armony, M. and Mehrotra, V. (2007) The Modern Call-Center: A Multi-Disciplinary Perspective on Operations Management Research Production and Operations Management, 16:6, 665-688. Aksin, O.Z., Karaesmen, F., and Ormeci, E.L. A Review of Workforce Cross-Training in Call Centers from an Operations Management Perspective, Workforce Cross Training Handbook, ed. D. Nembhard, CRC Press, 2007. Call Center- queueing models motivated by different IT capabilities Aksin, O.Z. and Harker, P.T. Computing Performance Measures in a Multi-Class, Multi-Resource, Processor Shared Loss System, European Journal of Operational Research, 123:1, 61-72, 2000. Aksin, O.Z. and Harker, P.T., Modeling a Phone Center: Analysis of a Multi-Class, Multi-Resource, Processor Shared Loss System, Management Science, 47:2, 2001. Aguir, M.S., Karaesmen, A.F., Aksin, O.Z., and Chauvet, F. (2003) Analyse du Problème des Rappels et dimensionnement dans un Centre d'Appels MOSIM03 4th Francophone Conference of Modeling and Simulation, Toulouse, France Aguir, M.S., Karaesmen, F., Aksin, O.Z., and Chauvet, F. The impact of retrials on call center performance, OR Spectrum, Special Issue on Call Center Management, 26:3, 353-376, 2004.
Aguir, M.S., O.Z. Aksin, F. Karaesmen, and Y.
Dallery , On the Interaction Between Retrials and Sizing of Call Centers ,
European
Journal of Operational Research, 191 (2008) 398 - 408. ( Jouini, O., Dallery, Y. and Aksin, O.Z. Queueing Models for Full-Flexible Multi-class Call Centers with Real-Time Anticipated Delays, International Journal of Production Economics, Volume 120, Issue 2, Pages 389-399. Modeling Call Centers with Delay Information, with Jouini O. and Dallery Y. Working paper. With Aguir, M.S., Karaesmen, A.F., Dallery, Y. Data-based Analysis of Estimators and Delay Announcements in a Call Center (manuscript in preparation). Call Center-design problems Aksin, O.Z. and Harker, P.T. Capacity Sizing in the Presence of a Common Shared Resource: Staffing an Inbound Call Center, European Journal of Operational Research, 147:3, 464-483, 2003. Aksin O.Z., F. Karaesmen, and E. L. Ormeci, On the Interaction Between Resource Flexibility and Flexibility Structures, Proceedings of the Fifth International Conference on Analysis of Manufacturing Systems - Production Management, Zakynthos, Greece, May 2005. Aksin, O.Z. and Karaesmen, F. Characterizing the Performance of Process Flexibility Structures, Operations Research Letters, 35:4, 477-484, 2007. N. Cakan, Aksin, O.Z., F. Karaesmen and L. Ormeci, Flexibility Structure and Capacity Design with Human Resource Considerations (under review) Aksin, O.Z. and Karaesmen, F. Designing Flexibility: Characterizing the Value of Cross-Training Practices, Working paper. Customer relationship management-cross-selling Aksin, O.Z. and Harker, P.T., To Sell or Not To Sell: Determining the Tradeoffs between Service and Sales in Retail Banking Phone Centers, Journal of Service Research, 2:1 19-33, 1999. (Finalist, 2000 FedEx Service Research Excellence Award) Gunes, E.D. and Aksin, O.Z., Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance, Manufacturing & Service Operations Management, 6:4 ,338-357, Fall 2004. Ormeci, E.L. and Aksin O.Z. Revenue Management through Dynamic Cross-Selling in Call Centers, Production and Operations Management, forthcoming. Aksin, O.Z., Gunes, E.D., Ormeci, L., Ozden, H. (2009) Modeling Customer Reactions to Cross-Selling: When Cross-Selling Backfires. Journal of Service Research, forthcoming. Service outsourcing Aksin, O.Z. and Masini, A. Effective Strategies for Internal Outsourcing and Offshoring of Business Services: An Empirical Investigation, Journal of Operations Management 26:2, 239 - 256, 2008. Aksin, O.Z., de Vericourt, F., and Karaesmen, F. Call Center Outsourcing Contract Analysis and Choice, Management Science, 54:2, 354-368, 2008. Service operations-other Gunes, E.D., Chick, S., and Aksin, O.Z. Breast Cancer Screening Services: Trade-offs in Quality, Capacity, Outreach, and Centralization, Health Care Management Science, 7:4, 291-303, 2004. Aksin, O.Z., On Valuing Appreciating Human Assets in Services, Naval Research Logistics, 54:2, 221-235, 2007. AWARDS and FELLOWSHIPSTurkish Academy of Sciences, "Recognition Award in Social Sciences" (TÜBA Sosyal Bilimlerde Teşvik Ödülü: "Çağrı merkezi sistemlerinin tasarım ve yönetimlerini konu alan rassal modellerin genişletilmesine ve çözümlemesine yaptığı katkılar" nedeniyle) 2006. Member of research team that won the Innovation Trophy of Bouygues, 2004. Finalist, FedEx Excellence in Service Research Award, September 2000, for best article in the Journal of Service Research, Volume 2 Senior Fellow, Wharton Financial Institutions Center, 1997-current Sloan Research Fellow, The Wharton School, 1993-1996 Participant, INFORMS Doctoral Colloquium, New Orleans, November 1995 OPIM Department Teaching Assistant, The Wharton School, 1990-1993
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