Call-Center Labor Cross-Training: It's a Small World After All.
Seyed M. R. IravaniBora KolfalMark P. Van OyenPublished in: Manag. Sci. (2007)
Keyphrases
- small world
- call center
- scale free
- small world networks
- power law
- path length
- complex networks
- social networks
- information technology
- service level
- service quality
- arrival rate
- network structure
- random graphs
- small world properties
- social relationships
- clustering coefficient
- machine learning
- community detection
- social network analysis