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An insurance firm uses several types of agents to service different classes of insurance customers. Demand from each class of customers is uncertain. The firm decides to invest in the cross-training of agents so that an agent can serve multiple classes of customers. Investment in cross-training is likely to have a large incremental value: A. When total expected demand for services far exceeds total capacity. B. When total expected demand for services is far less than the total capacity. C. When total expected demand for services is close to the total capacity. D. When cross-training is very expensive.
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