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

DOI10.1287/mnsc.1060.0621zbMath1232.91581MaRDI 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

queueing; cross-training; average path length; small world networks; call-center labor management

Mathematics Subject Classification ID

91D30: Social networks; opinion dynamics

05C82: Small world graphs, complex networks (graph-theoretic aspects)

90B22: Queues and service in operations research

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