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Call-Center Labor Cross-Training: It’s a Small World After All

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References

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2004Chained cross-training of workers for robust performance91 cited

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2015Workforce flexibility in operations management81 cited
2019Online Resource Allocation with Limited Flexibility66 cited
2008An exact algorithm for a workforce allocation problem with application to an analysis of cross-training policies58 cited
2012Process Flexibility Design in Unbalanced Networks46 cited
2019A Review of Flexible Processes and Operations44 cited
2016Mathematical models and solution approach for cross-training staff scheduling at call centers

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42 cited

2011Managing capacity flexibility in make-to-order production environments39 cited

2008Cross-training workers in Dual Resource Constrained systems with heterogeneous processing times39 cited

2010An Efficient and Robust Design for Transshipment Networks34 cited

2013Design Principles for Flexible Systems32 cited

2020Online Demand Fulfillment Under Limited Flexibility28 cited

2021Product Flexibility Strategy Under Supply and Demand Risk28 cited

2021The interplay between relational job design and cross‐training in predicting employee job/task citizenship performance28 cited