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"Call-Center Labor Cross-Training: It's a Small World After All."
Seyed M. R. Iravani, Bora Kolfal, Mark P. Van Oyen (2007)
- Seyed M. R. Iravani, Bora Kolfal, Mark P. Van Oyen:
Call-Center Labor Cross-Training: It's a Small World After All. Manag. Sci. 53(7): 1102-1112 (2007)
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