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A REVIEW OF WORKFORCE CROSS-TRAINING IN CALL CENTERS FROM AN OPERATIONS MANAGEMENT PERSPECTIVE

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Human Resource Development and Performance Evaluation Management and Optimization Techniques Advanced Manufacturing and Logistics Optimization

Abstract

stitute a large industry worldwide, where the majority of customer-firm interactions take place. There are thousands of call centers in the world, with sizes in terms of full time employees ranging from a few to several thousand. Datamonitor estimates that the 2.5 million agent positions in the

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1976Motivation through the design of work: test of a theory 2003Telephone Call Centers: Tutorial, Review, and Research Prospects 1995Principles on the Benefits of Manufacturing Process Flexibility 2005Statistical Analysis of a Telephone Call Center 2002Designing a Call Center with Impatient Customers 1991The structure of work: Job design and roles.1990Optimal Investment in Product-Flexible Manufacturing Capacity 1998Investment Strategies for Flexible Resources

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