| Autor: |
E. A. Burkov, Evgeniy Lavrov, Pavel I. Paderno, N. Bondarenko, S. Kosianchuk, Olga Siryk, Vasyl Kyzenko |
| Rok vydání: |
2021 |
| Předmět: |
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| Zdroj: |
Advances in Intelligent Systems and Computing ISBN: 9783030669362 |
| DOI: |
10.1007/978-3-030-66937-9_14 |
| Popis: |
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. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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