Jouini, Oualid; Dallery, Yves; Nait-Abdallah, Rabie - In: Management Science 54 (2008) 2, pp. 400-414
We investigate the benefits of migrating from a call center, where all agents are pooled and customers are treated … indifferently by any agent, toward a call center where customers are grouped into clusters with dedicated teams of agents. Each …