Piecewise Affine Dynamical Models of Petri Nets – Application to Emergency Call Centers*

We study timed Petri nets, with preselection and priority routing. We represent the behavior of these systems by piecewise affine dynamical systems. We use tools from the theory of nonexpansive mappings to analyze these systems. We establish an equivalence theorem between priority-free fluid timed Petri nets and semi-Markov decision processes, from which we derive the convergence to a periodic regime and the polynomial-time computability of the throughput. More generally, we develop an approach inspired by tropical geometry, characterizing the congestion phases as the cells of a polyhedral complex. We illustrate these results by a current application to the performance evaluation of emergency call centers in the Paris area. We show that priorities can lead to a paradoxical behavior: in certain regimes, the throughput of the most prioritary task may not be an increasing function of the resources.

The Gatekeeper’s Dilemma: “When Should I Transfer This Customer?”

When Should I Transfer This Customer? “Please hold while I transfer you to next level of support.” Most of us have been on the receiving end of this message. In this study, the authors look at transfers from the service worker’s perspective. They create an online experiment in which participants play the role of call center agents who need to decide whether to transfer a virtual service request or continue attempting to resolve it. Consistent with compensation schemes common in call centers, participants receive a bonus for each successful resolution and may pay a penalty if they transfer. The authors find that these incentives generally work well; however, agents appear to overreact to transfer penalties by handling more requests than they should and transferring too few requests. Although this may be good news for customers who dislike being transferred, such behaviors may be costly for the call center; thus, managers need to be careful when rolling out complex compensation schemes.

Human Leaders and Artificial Intelligent Leaders

The chapter deals with the relationship between human leader and artificial leader. Organizations are encroached by artificial intelligent in almost all the areas of the organization such as retail industry, banking industry, call centers, manufacturing industry. The chapter shows the path how human leader sharing workplace space with the artificial leaders and make them as their workplace spouses for the better functioning of the organizations and the economy. The limitation of the research is implementation of AI in organizations will generate social problems such as unemployment, theft, etc. The future scope of the research is to analyze the working of artificial leaders in the academic industry.

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

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.

When Service Times Depend on Customers’ Delays: A Relationship Between Two Models of Dependence

When Service Times Depend on Customers’ Delays: A Relationship Between Two Models of Dependence Service times of customers often depend on the delay they experience in queue, as was recently demonstrated empirically in restaurants, call centers, and intensive care units. Two forms of dependence mechanisms in service systems with customer abandonment are studied in this paper: First, the service requirement of a customer may evolve while waiting in queue. Second, customers may arrive to the system with an exogenous service and patience time that are stochastically dependent. Because either dependence mechanism can have significant impacts on a system's performance, it should be identified and taken into consideration for performance evaluation and decision-making purposes. However, identifying the source of dependence from observed data is hard because both the service times and patience times are censored due to customer abandonment. Further, even if the dependence is known to be the latter exogenous one, there remains the difficult task of fitting a joint service-patience times distribution to the censored data. In “When Service Times Depend on Customers’ Delays: A Relationship Between Two Models of Dependence”, Wu, Bassamboo, and Perry provide a solution to address these statistical challenges.

Benefícios da intervenção fonoaudiológica em call center: revisão de literatura

O teleatendimento vem conseguindo um amplo espaço no Brasil por meio do advento dos call centers, responsável pela terceirização dos setores empresariais gerando uma mudança na interação com os clientes por meio de telefones. Assim, a voz muito usada nesse tipo de trabalho devendo ser clara, pois a partir do momento em que sua produção ocorre caracterizada por uma intensidade e uma projeção de modo adequado, ocasiona um desempenho vocal adequado para os profissionais que atuam na área do telemarketing. O objetivo da pesquisa consiste em analisar os principais benefícios da intervenção fonoaudiológica em call Center. Para a fundamentação da pesquisa foi necessário realizar uma revisão bibliográfica do tipo integrativa, analisando teorias sobre a forma correta da utilização de profissionais que trabalham em call Center. Para a seleção das fontes de pesquisa recorreu-se as bases de dados da Scielo, da Pubmed e Capes, utilizando fontes produzidas entre os anos de 2012 a 2021, sendo a busca realizada entre os meses de agosto e outubro do ano de 2021. Por meio da pesquisa foi possível evidenciar vários benefícios da fonoaudiologia para a saúde dos profissionais de call Center, ressaltando-se melhores formas de utilização da voz, evitando, assim, a tosse, a rouquidão, dentre outros problemas.

ORIENTA + COVID" CALL CENTER SERVICE IN THE XINGU-PA REGION

Worldwide, guidelines have been developed that indicate the adoption of measures, which can guide and assist the population in times of pandemic. In this sense, several cities have incorporated the practice of health call centers with qualified specialists to provide correct information about the disease, creating remote channels to make calls such as telephones, video calls and applications that do not require the crowding of people at health units. The objective of the work was to describe the “Orienta+COVID” call center service installed in the Xingu-PA region, Brazil. The study was carried out in the Xingu region, Pará, Brazil. The reports of the attendants participating in the project were collected and the attendance registration report, which took place from May 25th to June 30th, 2020, was analyzed. A total of 1210 visits were made in the period analyzed through 60 attendants who took turns on duty. During tele orientation, health professionals collected patient data, their complaints and doubts to determine, through the classification of symptoms, what would be the guidelines to be passed. The call center performed by health professionals during the project was essential to answer patients' doubts as well as being able to better guide them on how to proceed in suspected or confirmed cases of the new coronavirus and thus contribute to reducing the demand for urgent and emergency services.

Speech to Text System for Noisy and Quiet Speech

This paper examines one of the available and simple methods to develop speech recognition systems capable of recognizing speech from noisy or silent recordings. Such systems improve the automated operation of call centers, and also bring us closer to creating speech recognition models capable of ignoring the speech deficiencies of speakers.