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2021 | OriginalPaper | Chapter

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

Published in: Proceedings of the 8th International Ergonomics Conference

Publisher: Springer International Publishing

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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.

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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
Publisher: Springer International Publishing
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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