Service Center Staffing with Cross-Trained Agents and Heterogeneous Customers
PRODUCTION AND OPERATIONS MANAGEMENT, pp. 788-809, 2019.
We model a real-world service center with cross-trained agents serving customer requests that are heterogeneous with respect to complexity and priority levels: High priority requests preempt low priority requests and low-skilled agents can only serve less complex requests, while high skilled agents can serve all requests. Our main aim is ...More
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