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

- Lavrov, Evgeniy (orcid.org/0000-0001-9117-5727), Paderno, P. (orcid.org/0000-0001-9032-5084), Siryk, Olga Ye., Burkov, E., Kosianchuk, Serhiy V. (orcid.org/0000-0003-1334-6011), Bondarenko, Nelly Volodymyrivna (orcid.org/0000-0002-4033-7287) and Kyzenko, Vasyl (orcid.org/0000-0001-7835-9150) (2021) Analysis of Working Conditions and Modeling of Activity Algorithms for Contact-Center Operators Proceedings of the 8th International Ergonomics Conference (1331). pp. 121-128. ISSN 2194-5365

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Abstract

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.

Item Type: Article
Additional Information: Бібліографічний опис: Lavrov E., Paderno P., Siryk O., Burkov E., Kosianchuk S., Bondarenko N., Kyzenko V. Analysis of Working Conditions and Modeling of Activity Algorithms for Contact-Center Operators [Аналіз умов роботи і моделювання алгоритмів діяльності для операторів контактного центру]. Proceedings of the 8th International Ergonomics Conference. March, 2021. Switzerland: Springer, 2021. Pp.121–128. https://www.springerprofessional.de/en/analysis-of-working-conditions-and-modeling-of-activity-algorith/19017170 (DOI:10.1007/978-3-030-66937-9_14)
Keywords: Contact-center; Reliability; Simulation; Ergonomics; Working conditions; Man-Machine system.
Subjects: Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 314/316 Society
Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 33 Economics. Economic science
Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 37 Education > 373 Kinds of school providing general education
Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 37 Education > 378 Higher education. Universities. Academic study
Divisions: Institute of Pedagogics > Didactics Department
Institute of Pedagogics > Ukrainian Language Teaching Department
Depositing User: К. пед. н. Сергій Володимирович Косянчук
Date Deposited: 16 May 2021 14:43
Last Modified: 16 May 2021 14:43
URI: http://lib.iitta.gov.ua/id/eprint/725063

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