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A REVIEW OF WORKFORCE CROSS-TRAINING IN CALL CENTERS FROM AN OPERATIONS MANAGEMENT PERSPECTIVE
16 references·8 citing·38 second hop
A REVIEW OF WORKFORCE CROSS-TRAINING IN CALL CENTERS FROM AN OPERATIONS MANAGEMENT PERSPECTIVE (2006)A REVIEW OF WORKFORCE CROSS-TRAINING IN C…Staffing of Time-Varying Queues to Achieve Time-Stable Performance (2008)Staffing of Time-Varying Queu…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…A Staffing Algorithm for Call Centers with Skill-Based Routing (2005)A Staffing Algorithm for Call…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Agile workforce evaluation: a framework for cross-training and coordination (2004)Agile workforce evaluation: a…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Process Flexibility in Supply Chains (2003)Process Flexibility in Supply…Work Organization, Control and the Experience of Work in Call Centres (2002)Work Organization, Control an…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Investment Strategies for Flexible Resources (1998)Investment Strategies for Fle…Principles on the Benefits of Manufacturing Process Flexibility (1995)Principles on the Benefits of…JOB SCOPE AND STRESS: CAN JOB SCOPE BE TOO HIGH? (1995)JOB SCOPE AND STRESS: CAN JOB…The structure of work: Job design and roles. (1991)The structure of work: Job de…Optimal Investment in Product-Flexible Manufacturing Capacity (1990)Optimal Investment in Product…Motivation through the design of work: test of a theory (1976)Motivation through the design…A little redundancy goes a long way: Convexity in redundancy systems (2019)A little redundancy goes a lo…Flexibility Structure and Capacity Design with Human Resource Considerations (2014)Flexibility Structure and Cap…Design Principles for Flexible Systems (2013)Design Principles for Flexibl…Impact of psychological traits on user performance in information systems delivering customer service: IS management perspective (2012)Impact of psychological trait…TECHNICAL NOTE—Queueing Systems with Synergistic Servers (2011)TECHNICAL NOTE—Queueing Syste…Multiple-server system with flexible arrivals (2011)Multiple-server system with f…On Accommodating Customer Flexibility in Service Systems (2009)On Accommodating Customer Fle…Capacity Pooling and Cost Sharing among Independent Firms in the Presence of Congestion (2007)Capacity Pooling and Cost Sha…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Foundations and Implications of a Proposed Unified Services Theory (2006)Stochastic Modeling and the Theory of Queues (1989)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)The Handbook of Social Psychology (1969)Development of the Job Diagnostic Survey. (1975)A three-component conceptualization of organizational commitment (1991)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)The Power of Feedback (2007)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Increasing risk II: Its economic consequences (1971)Inside the Black Box: Technology and Economics (1984)Irreversible Investment, Capacity Choice and the Value of the Firm (1986)A Multi-Stage Stochastic Integer Programming Approach for Capacity Expansion under Uncertainty (2003)Strategic Technology Choice and Capacity Investment Under Demand Uncertainty (2007)Introduction to Queueing Theory. (1982)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Handbook of Industrial and Organizational Psychology. (1977)Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign (1979)The Impact of Extent of Telecommuting on Job Satisfaction: Resolving Inconsistent Findings (2005)IT Road Warriors: Balancing Work-Family Conflict, Job Autonomy and Work Overload to Mitigate Turnover Intentions (2007)IT Road Warriors: Balancing Work–Family Conflict, Job Autonomy, and Work Overload to Mitigate Turnover Intentions1 (2007)The Economics of Modern Manufacturing: Technology, Strategy, and Organization (1990)Investment Under Uncertainty. (1994)Monotone Comparative Statics (1994)Managing Capacity in the High-Tech Industry: A Review of Literature (2005)An examination of the relationship between manufacturing flexibility and firm performance (2010)Striking a Balance in Boundary-Spanning Positions: An Investigation of Some Unconventional Influences of Role Stressors and Job Characteristics on Job Outcomes of Salespeople (1998)Jackson and schuler (1985) revisited: a meta-analysis of the relationships between role ambiguity, role conflict, and job performance (2000)Making things happen: Reciprocal relationships between work characteristics and personal initiative in a four-wave longitudinal structural equation model. (2007)Manufacturing Flexibility: A Strategic Perspective (1993)A supply chain view of the resilient enterprise (2005)OR/MS models for supply chain disruptions: a review (2015)
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References

  • 1976Motivation through the design of work: test of a theory8,956 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1995Principles on the Benefits of Manufacturing Process Flexibility827 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 1991The structure of work: Job design and roles.463 cited
  • 1990Optimal Investment in Product-Flexible Manufacturing Capacity440 cited
  • 1998Investment Strategies for Flexible Resources350 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 1995JOB SCOPE AND STRESS: CAN JOB SCOPE BE TOO HIGH?339 cited
  • 2003Process Flexibility in Supply Chains317 cited
  • 2004Agile workforce evaluation: a framework for cross-training and coordination306 cited
  • 2002Work Organization, Control and the Experience of Work in Call Centres284 cited
  • 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2008Staffing of Time-Varying Queues to Achieve Time-Stable Performance

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194 cited

Cited by

  • 2013Design Principles for Flexible Systems32 cited
  • 2011Multiple-server system with flexible arrivals22 cited
  • 2009On Accommodating Customer Flexibility in Service Systems17 cited
  • 2007Capacity Pooling and Cost Sharing among Independent Firms in the Presence of Congestion17 cited
  • 2019A little redundancy goes a long way: Convexity in redundancy systems16 cited
  • 2014Flexibility Structure and Capacity Design with Human Resource Considerations15 cited
  • 2011TECHNICAL NOTE—Queueing Systems with Synergistic Servers14 cited
  • 2012Impact of psychological traits on user performance in information systems delivering customer service: IS management perspective12 cited