Call-Center Labor Cross-Training: It’s a Small World After All

DOI10.1287/MNSC.1060.0621zbMath1232.91581OpenAlexW2148711234MaRDI QIDQ3116123

Mark P. Van Oyen, Bora Kolfal, Seyed M. R. Iravani

Publication date: 21 February 2012

Published in: Management Science (Search for Journal in Brave)

Full work available at URL: https://semanticscholar.org/paper/4db66849c67fbd217ff8eb2a336c6557f5000f3a

zbMATH Keywords

queueingcross-trainingaverage path lengthsmall world networkscall-center labor management

Mathematics Subject Classification ID

Social networks; opinion dynamics (91D30) Small world graphs, complex networks (graph-theoretic aspects) (05C82) Queues and service in operations research (90B22)

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Impact of productivity on cross-training configurations and optimal staffing decisions in hospitals ⋮ Process Flexibility: A Distribution-Free Bound on the Performance of k-Chain ⋮ A bicriterion algorithm for the allocation of cross-trained workers based on operational and human resource objectives ⋮ Hub and chain: process flexibility design in non-identical systems using variance information ⋮ Mathematical models and solution approach for cross-training staff scheduling at call centers ⋮ Worst-Case Analysis of Process Flexibility Designs ⋮ Managing capacity flexibility in make-to-order production environments ⋮ An ergodic control problem for many-server multiclass queueing systems with cross-trained servers ⋮ Cross-training workers in Dual Resource Constrained systems with heterogeneous processing times ⋮ Quantifying machine flexibility

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