Publication:
Workforce cross training in call centers from an operations management perspective

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dc.contributor.coauthorN/A
dc.contributor.departmentDepartment of Business Administration
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.facultymemberYes
dc.contributor.kuauthorKaraesmen, Zeynep Akşin
dc.contributor.kuauthorKaraesmen, Fikri
dc.contributor.kuauthorÖrmeci, Lerzan
dc.contributor.schoolcollegeinstituteCollege of Administrative Sciences and Economics
dc.contributor.schoolcollegeinstituteCollege of Engineering
dc.date.accessioned2024-11-09T23:13:33Z
dc.date.issued2007
dc.description.abstractCall centers, also known as telephone, customer service, technical support, or contact centers constitute a large industry worldwide, where the majority of customer-firm interactions take place. There are thousands of call centers in the world, with sizes in terms of full time employees ranging from a few to several thousand. Datamonitor estimates that the 2.5 million agent positions in the United States today will increase by more than 14% by 2005 (Datamonitor, 2002). Call centers in Europe, the Middle East and Africa (EMEA) are expected to swell to 45,000 by 2008, with 2.1 million agent positions (Datamonitor, 2004).
dc.description.fulltextNo
dc.description.harvestedfromManual
dc.description.indexedbyScopus
dc.description.openaccessYES
dc.description.peerreviewstatusN/A
dc.description.publisherscopeInternational
dc.description.readpublishN/A
dc.description.sponsoredbyTubitakEuN/A
dc.description.studentonlypublicationNo
dc.description.studentpublicationNo
dc.description.versionN/A
dc.identifier.WoSQuartileN/A
dc.identifier.doi10.1201/9781420005349-16
dc.identifier.embargoN/A
dc.identifier.endpage240
dc.identifier.isbn9781420005349
dc.identifier.isbn9780849336324
dc.identifier.isbn9780429124877
dc.identifier.scopus2-s2.0-85110515979
dc.identifier.startpage211
dc.identifier.urihttps://doi.org/10.1201/9781420005349-16
dc.identifier.urihttps://hdl.handle.net/20.500.14288/10001
dc.keywordsCall centers
dc.keywordsWorkforce cross-training
dc.keywordsWorkforce flexibility
dc.keywordsSkills-based routing
dc.keywordsStaffing
dc.keywordsJob design
dc.language.isoeng
dc.publisherCRC Press
dc.relation.affiliationKoç University
dc.relation.collectionKoç University Institutional Repository
dc.relation.ispartofWorkforce Cross Training
dc.relation.openaccessN/A
dc.rightsN/A
dc.subjectOperations management
dc.subjectService operations
dc.subjectIndustrial engineering
dc.titleWorkforce cross training in call centers from an operations management perspective
dc.typeBook Chapter
dspace.entity.typePublication
local.contributor.kuauthorÖrmeci, Lerzan
local.contributor.kuauthorKaraesmen, Zeynep Akşin
local.contributor.kuauthorKaraesmen, Fikri
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