Call centers are important service windows for ˉrms to keep in touch with customers. In this study, we explore three options in manpower planning for a call center re-engineering project at Customer Information Center (CIC) in Sony of Canada: cross-training, dynamic sta±ng, and part-timer strategy. We use a simulation study to compare performance measures under di?erent scenarios. We interpret the interesting simulation result that cross-training is not the best option and provide some managerial insights for the CIC operation.
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