Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers
| Year of publication: |
2009
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|---|---|
| Authors: | Ahghari, Mahvareh ; Balci<sup>˙</sup>oglu, Baris |
| Published in: |
IIE transactions / Institute of Industrial Engineers, Norcross, Ga : industrial engineering and development. - Philadelphia, Pa : Taylor & Francis, ISSN 0569-5554, ZDB-ID 2460191. - Vol. 41.2009, 6, p. 524-536
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