Iravani, Seyed M. R.; Kolfal, Bora; Oyen, Mark P. Van - In: Management Science 53 (2007) 7, pp. 1102-1112
It is well known that flexibility can be created in manufacturing and service operations by using multipurpose production sources such as cross-trained labor, flexible machines, or flexible factories. We focus on flexible service centers, such as inbound call centers with cross-trained agents,...