Call-center labor cross-training: It's a small world after all

Keyphrases

• Small-world 100%
• Call Center 100%
• Cross-training 100%
• Training Structure 66%
• Length Metric 66%
• Average Shortest Path Length 66%
• Training Model 33%
• Network Model 33%
• Flexibility Services 33%
• Queueing System 33%
• Small-world Network 33%
• Solution Approach 33%
• Network Theory 33%
• Stochastic Problems 33%
• Shared Network 33%
• Service Operations 33%
• Deterministic Solution 33%
• Flexible Servers 33%
• Flexible Machines 33%
• Flexible Factory 33%
• Manufacturing Operations 33%
• Production Source 33%
• Service Center 33%
• Trained Agent 33%
• Inbound Call Centre 33%
• Customer Waiting Time 33%
• Work-sharing 33%

Computer Science

• Structure Training 100%
• Small-World Network 50%
• Model for Network 50%
• Stochastic Problem 50%
• Queueing System 50%
• Multifunctionality 50%

Social Sciences

• Call Center 100%
• Stochastics 33%
• Service Operations 33%
• Queueing 33%