Pooling strategies for call center agent cross-training

IIE Transactions (Institute of Industrial Engineers)

Volumn 41, Issue 6, 2009, Pages 546-561

  Tekin, Eylem ^a   Hopp, Wallace J ^b   Van Oyen, Mark P ^c  

^a Department of Electrical and Computer Engineering   (United States)

^b UNIVERSITY OF MICHIGAN   (United States)

^c UNIVERSITY OF MICHIGAN   (United States)

Author keywords

Call centers; Cross training; Flexibility; Multi class queueing systems; Pooling

Indexed keywords

CALL CENTERS; CALL TYPES; COEFFICIENT OF VARIATION; CROSS TRAINING; CROSS-TRAINING POLICY; EXPECTED DELAY; FIRST-COME-FIRST-SERVED; MULTI-CLASS QUEUEING SYSTEMS; PREEMPTIVE PRIORITY; QUEUEING MODEL; SERVICE CENTER; SERVICE TIME; SUFFICIENT CONDITIONS;

NUMERICAL ANALYSIS; QUEUEING NETWORKS;

QUEUEING THEORY;

EID: 74849140236     PISSN: 0740817X     EISSN: 15458830     Source Type: Journal    
DOI: 10.1080/07408170802512586     Document Type: Article

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