Legros, Benjamin; Jouini, Oualid; Dallery, Yves - In: International Journal of Production Economics 159 (2015) C, pp. 192-207
abandonments and high costs of cross-training. The most well-known architectures with limited flexibility such as chaining fail …We focus on architectures with limited flexibility for multi-skill call centers. The context is that of call centers … demonstrate its efficiency. Using simulation, we conduct a comprehensive comparison between this architecture and chaining. As a …
