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

Seyed M. R. Iravani
Seyed M. R. Iravani
[email protected]
Department of Industrial Engineering and Management Sciences, Northwestern University, Evanston, Illinois 60208
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,
Bora Kolfal
Bora Kolfal
[email protected]
Department of Industrial Engineering and Management Sciences, Northwestern University, Evanston, Illinois 60208
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,
Mark P. Van Oyen
Mark P. Van Oyen
[email protected]
Industrial and Operations Engineering, University of Michigan, Ann Arbor, Michigan 48109
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Seyed M. R. Iravani

[email protected]

Department of Industrial Engineering and Management Sciences, Northwestern University, Evanston, Illinois 60208

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Bora Kolfal

[email protected]

Department of Industrial Engineering and Management Sciences, Northwestern University, Evanston, Illinois 60208

Search for more papers by this author

Mark P. Van Oyen

[email protected]

Industrial and Operations Engineering, University of Michigan, Ann Arbor, Michigan 48109

Search for more papers by this author

Published Online:1 Jul 2007https://doi.org/10.1287/mnsc.1060.0621

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mnsc.1060.0621-sm-ec.pdf (102 KB)

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Volume 53, Issue 7

July 2007

Pages iv-1198

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Received:November 06, 2004
Published Online:July 01, 2007

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Seyed M. R. Iravani, Bora Kolfal, Mark P. Van Oyen, (2007) Call-Center Labor Cross-Training: It’s a Small World After All. Management Science 53(7):1102-1112.

https://doi.org/10.1287/mnsc.1060.0621

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