An Argumentation Framework for Supporting Agreements in Agent Societies Applied to Customer Support

2011 ◽  
pp. 396-403 ◽  
Author(s):  
Jaume Jordán ◽  
Stella Heras ◽  
Soledad Valero ◽  
Vicente Julián
Keyword(s):  
Argumentation Framework ◽  
Customer Support ◽  
Agent Societies

scholarly journals Towards Real-Time Argumentation

2015 ◽  
Vol 4 (4) ◽  
pp. 35-58
Author(s):  
Vicente Julián ◽  
Martí Navarro ◽  
Vicente Botti ◽  
Stella Heras
Keyword(s):  
Technology Management ◽  
Real Time ◽  
Support Services ◽  
Call Centre ◽  
Argumentation Framework ◽  
Customer Support ◽  
Public Organisations

In this paper, we deal with the problem of real-time coordination with the more general approach of reaching real-time agreements in MAS. Concretely, this work proposes a real-time argumentation framework in an attempt to provide agents with the ability of engaging in argumentative dialogues and come with a solution for their underlying agreement process within a bounded period of time. The framework has been implemented and evaluated in the domain of a customer support application. Concretely, we consider a society of agents that act on behalf of a group of technicians that must solve problems in a Technology Management Centre (TMC) within a bounded time. This centre controls every process implicated in the provision of technological and customer support services to private or public organisations by means of a call centre. The contract signed between the TCM and the customer establishes penalties if the specified time is exceeded.

NEW RESULTS IN REDUCED ESTIMATION WITH SYSTEMATIC ERRORS IN MEASUREMENTS AND THEIR APPLICATION FOR THE FORMATION OF A GROUP TIME SCALE

2018 ◽  
pp. 30-37
Author(s):  
A. P. Aleshkin ◽  
A. A. Makarov ◽  
Yu. F. Matasov
Keyword(s):  
Time Scale ◽  
Statistical Estimation ◽  
Systematic Errors ◽  
Random Component ◽  
Customer Support ◽  
Group Time ◽  
Reduction Coefficient ◽  
Systematic Component ◽  
Compression Parameter ◽  
Positive Effect

The article deals with the behavior of reduced scalar estimates in the presence of systematic errors in the observational data. The proposed procedure with a different method of forming the reduction coefficient. A quasi-optimal variant of the compression parameter formation is considered. Simulation results for different conditions of application of the proposed algorithms are presented. Currently, one of the ways to improve the accuracy of the formation of the time scale in solving the problems of frequency-time customer support is the averaging of the readings of several generators. At the same time, this approach, as shown in the theory of statistical estimation, is effective for parrying the random component of the error of the estimated process. However, for frequency generators random error can be effectively compensated for a long range of observations, but the systematic component - frequency drift - is a serious problem, which can be eliminated by averaging only under certain conditions. Therefore, the article proposes a version of the reduced estimate, effective, as shown, to parry the departure of the time scale by introducing a shift in the implementation of compression, defined by the reduction procedure. The conditions in which the degree of the achieved positive effect has a practical sense are considered.

Mitigating Burnout Through Organizational Justice: Customer Support Workers’ Experiences of Customer Injustice and Emotional Labor

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach
Keyword(s):  
Procedural Justice ◽  
Customer Service ◽  
Emotional Labor ◽  
Call Center ◽  
Service Industries ◽  
Interpersonal Justice ◽  
Negatively Associated ◽  
Customer Support ◽  
Decision Making Processes

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

Repositioning the customer support services: the next frontier of competitive advantage

2020 ◽  
Vol 54 (7) ◽  
pp. 1787-1804 ◽  
Author(s):  
Jagdish Sheth ◽  
Varsha Jain ◽  
Anupama Ambika
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Support Services ◽  
Conceptual Approach ◽  
Content Type ◽  
Profit Center ◽  
Support Unit ◽  
Customer Support ◽  
Cost Center ◽  
New Framework

Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development. Research limitations/implications Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders. Practical implications Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning. Originality/value This is the original piece that has emerged from the experience and expertise of the authors.

scholarly journals Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination

2014 ◽  
Vol 25 (1) ◽  
pp. 137-151 ◽  
Author(s):  
Shantanu Bhattacharya ◽  
Alok Gupta ◽  
Sameer Hasija
Keyword(s):  
Customer Support ◽  
Joint Product ◽  
Product Improvement
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