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- W2120527840 abstract "While advances in call-centre technologies offer increased capabilities and efficiencies, the expanded possibilities for alternative configurations and operating policies complicate call-centre des..." @default.
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- W2120527840 date "2008-11-01" @default.
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- W2120527840 title "Cross-trained versus specialized agents in an inbound call centre: a simulation-based methodology for trade-off analysis" @default.
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- W2120527840 doi "https://doi.org/10.1057/jos.2008.6" @default.
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