Service Center Staffing with Cross-Trained Agents and Heterogeneous Customers

PRODUCTION AND OPERATIONS MANAGEMENT, pp. 788-809, 2019.

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Abstract:

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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