Hybrid stand-alone power supply system in conditions of extreme continental climate in Central Asia

Kumyzbayeva, Saule; Ibragimova, Madina; Stoyak, Vyacheslav; Apsemetov, Alimzhan

doi:10.1109/cogen.2016.7728940

Cited by 3 publications

(2 citation statements)

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“…In the study [4], the authors concluded that operators' professionalism and motivation play an important role. A survey of customer satisfaction with the quality of service of contact centers was conducted.…”

Section: Literature Review and Problem Statementmentioning

confidence: 97%

“…The advantages of this study are the authors' conclusions that the companies with a higher priority on ensuring call center agents have a strong customer orientation [4] and with the best forms of service organization for existing and potential customers are often winning than companies with competitive products and services. This conclusion is confirmed by the study results [5], where the authors concluded that companies need highly motivated and dedicated employees to achieve a high-quality standard of operator performance.…”

Section: Literature Review and Problem Statementmentioning

confidence: 99%

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Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

Chezhimbayeva

Konyrova

Kumyzbayeva

et al. 2021

EEJET

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The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

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Section: Literature Review and Problem Statementmentioning

confidence: 97%

Section: Literature Review and Problem Statementmentioning

confidence: 99%