"Cross-trained versus specialized agents in an inbound call centre: ..."

J. Chung, K. Preston White (2008)

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DOI: 10.1057/JOS.2008.6

access: closed

type: Journal Article

metadata version: 2021-06-18

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J. Chung, K. Preston White:
Cross-trained versus specialized agents in an inbound call centre: a simulation-based methodology for trade-off analysis. J. Simulation 2(3): 162-169 (2008)

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