A glimpse of cross training models and workforce scheduling optimization

摘要

Cross training and workforce scheduling are two vital components in service industry, especially call center environment. Generally, there are common issues in the call center or other service environment that can be resolved by implementing efficient cross training models and workforce scheduling. The purpose of this paper is to briefly explain about workforce skills, multi-skilling through cross training strategy, compilation of both cross training and workforce scheduling proposals and implementations. The paper provides a preview of studies done on cross training and workforce scheduling strategies for future researchers that are interested in the operation excellence field.