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

  • 2021
  • OriginalPaper
  • Chapter
Published in:
Authors
Evgeniy Lavrov
P. Paderno
O. Siryk
E. Burkov
S. Kosianchuk
N. Bondarenko
V. Kyzenko
Published in
Proceedings of the 8th International Ergonomics Conference
Publisher
Springer International Publishing

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Abstract

The chapter delves into the complex working conditions of contact center operators, highlighting the stress and time pressure they face. It identifies key challenges, such as insufficient automation and inadequate training, exacerbated by the COVID-19 pandemic. The authors propose a novel anthropocentric approach to ergonomic support, focusing on quantitative assessments and predictive modeling. Using functional networks and queue models, the chapter demonstrates how to optimize operator workloads and improve overall contact center efficiency. The study includes practical examples and computer programs, offering a robust framework for enhancing working conditions and operational performance.
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Title
Analysis of Working Conditions and Modeling of Activity Algorithms for Contact-Center Operators
Authors
Evgeniy Lavrov
P. Paderno
O. Siryk
E. Burkov
S. Kosianchuk
N. Bondarenko
V. Kyzenko
Copyright Year
2021
Book
Proceedings of the 8th International Ergonomics Conference

Print ISBN: 978-3-030-66936-2

Electronic ISBN: 978-3-030-66937-9

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-66937-9_14
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