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Eller College Home > Department of MIS > Faculty and Research > Noyan Ilk
Management Information Systems

Noyan Ilk

Noyan Ilk

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Contact Information

Curriculum Vitae

Visiting Assistant Professor

  • Ph.D., University of Arizona, 2012
Courses
  • MIS 545 Data Mining for Business Intelligence (Spring 2013, Fall 2012)
  • MIS 373 Basic Operations Management (Summer 2012)
Research Interests
  • Live-chat Services Management
  • Business Intelligence and Data Analytics
  • Service-oriented Computing
Publications
  • "Live-chat Agent Assignments to Heterogeneous E-customers under Imperfect Classification." (2011) ACM Transactions on Management Information Systems, 2(4). With Paulo B. Goes, Wei Thoo Yue and J. Leon Zhao.

  • "Semantic Enrichment Process: An Approach to Software Component Reuse in Modernizing Enterprise Systems." (2010) Information Systems Frontiers, 13(3), 359-370. With Paulo B. Goes, J. Leon Zhao and Paul Hofmann.

Working Papers
  • "Are You Still There? Multitasking and Customer Satisfaction: Evidence from Contact Center Data." Under review at Management Science. With Mingfeng Lin and Paulo B. Goes and J. Leon Zhao.

  • "Cross-training in Live-chat Contact Centers: Is More Flexibility Always Better?" With Paulo B. Goes and J. Leon Zhao.

  • "Using Data Analytics to Develop Automated Employee Hiring Algorithms." With Paulo B. Goes and Sudha Ram.
Professional Associations
  • AIS (Association for Information Systems)
  • INFORMS (Institute for Operations Research and Management Sciences)