Call-Center Labor Cross-Training: It's a Small World After All.

Seyed M. R. Iravani Bora Kolfal Mark P. Van Oyen Call-Center Labor Cross-Training: It's a Small World After All. 1102-1112 2007 53 Management Science 7 http://dx.doi.org/10.1287/mnsc.1060.0621 db/journals/mansci/mansci53.html#IravaniKO07