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Decision Support for Solving Problems of Ergonomic Provision of Contact Centers

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Proceedings of the 9th International Ergonomics Conference (ERGONOMICS 2022)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 701))

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Abstract

The article discusses the issues of decision support for engineers and managers to ensure the reliability, timeliness and convenience of the activities of information processing operators working 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. We propose a simulation model to analyze the processes of execution of all incoming requests. 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. The method ensures high reliability of application fulfillment processes and ensuring ergonomic standards and requirements.

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Authors and Affiliations

  1. Sumy State University, Sumy, Ukraine

    E. Lavrov

  2. Taras Shevchenko National University, Kyiv, Ukraine

    O. Siryk

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  1. E. Lavrov
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  2. O. Siryk
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Correspondence to E. Lavrov .

Editor information

Editors and Affiliations

  1. Faculty of Textile Technology, University of Zagreb, Zagreb, Croatia

    Ivana Salopek Čubrić

  2. Faculty of Textile Technology, University of Zagreb, Zagreb, Croatia

    Goran Čubrić

  3. Faculty of Electrical Engineering and Computing, University of Zagreb, Zagreb, Croatia

    Kristian Jambrošić

  4. Faculty of Mechanical Engineering and Naval Architecture, University of Zagreb, Zagreb, Croatia

    Tanja Jurčević Lulić

  5. Faculty of Transport and Traffic Sciences, University of Zagreb, Zagreb, Croatia

    Davor Sumpor

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Lavrov, E., Siryk, O. (2023). Decision Support for Solving Problems of Ergonomic Provision of Contact Centers. In: Salopek Čubrić, I., Čubrić, G., Jambrošić, K., Jurčević Lulić, T., Sumpor, D. (eds) Proceedings of the 9th International Ergonomics Conference. ERGONOMICS 2022. Lecture Notes in Networks and Systems, vol 701. Springer, Cham. https://doi.org/10.1007/978-3-031-33986-8_19

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  • DOI: https://doi.org/10.1007/978-3-031-33986-8_19

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  • Print ISBN: 978-3-031-33985-1

  • Online ISBN: 978-3-031-33986-8

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