Intelligent decision making and planning for call center

Rashid, Owais; Qamar, Ali Mustafa; Khan, Sharifullah; Ambreen, Sadaf

doi:10.1109/iccisci.2019.8716472

Cited by 5 publications

(1 citation statement)

References 6 publications

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“…Despite the huge amount of research, for example [1,2,[5][6][7], devoted to improving the efficiency of contact centers (the list of topics is extensive: automation, decision support systems, the use of robots and answering machines, office equipment and room design, relaxation technologies and etc. ), the tasks of ergonomic support for the activities of such centers [7,8] require new formally substantiated methods focused on quantitative assessments.…”

Section: Problem Statementmentioning

confidence: 99%

Analysis of Working Conditions and Modeling of Activity Algorithms for Contact-Center Operators

Lavrov

Paderno

Siryk

et al. 2021

Advances in Intelligent Systems and Computing

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The article examines the issues of ensuring the reliability of the activities of information processing operators who work in contact centers. A study of factors that reduce the effectiveness of call center operators was carried out. A method of formalized description of operators' activities based on functional networks of professor A. Gubinsky is proposed. The use of this method makes it possible to assess reliability taking into account the structure of the operators' activities and working conditions. A model is proposed to justify the number of operators, design the structure of activities and working conditions. The study can be useful to justify the feasibility of improving ergonomics in contact centers of commercial and government organizations.

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