Mehrotra, Vijay; Ross, Kevin; Ryder, Geoff; Zhou, Yong-Pin - In: Manufacturing & Service Operations Management 14 (2012) 1, pp. 66-81
In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we explore strategies for determining which...