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1
Researcher. "TRANSFORMING CUSTOMER EXPERIENCE: THE ROLE OF AI IN CCaaS." TRANSFORMING CUSTOMER EXPERIENCE: THE ROLE OF AI IN CCaaS 15, no. 6 (2024): 211–25. https://doi.org/10.5281/zenodo.14055355.
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The evolution of Contact Center as a Service (CCaaS) represents a transformative shift in customer service operations driven by artificial intelligence and cloud technologies. This comprehensive article explores how CCaaS solutions revolutionize traditional contact center models through advanced technologies, including natural language processing, machine learning algorithms, and real-time analytics. The article examines the implementation challenges, best practices, and emerging trends in CCaaS adoption, highlighting the critical role of strategic planning, technology selection, and change management in successful deployments.
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Sinurat, Susi Nurdecta Secondgirls, Basir Basir, and Chairul Muriman Setyabudi. "The Influence of the Use National Traffic Management Center (NTMC) Technology at the National Police Traffic Corps Contact Center in Handling Traffic Accidents." Journal of Social Research 2, no. 12 (2023): 5144–51. http://dx.doi.org/10.55324/josr.v2i12.1621.
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This research aims to analyze the influence of the use of National Traffic Management Center (NTMC) technology at the National Police Traffic Corps contact center in handling traffic accidents. The government, through Korlantas Polri, established the National Traffic Management Center (NTMC) to realize safe, secure, orderly, and integrated traffic and road transportation services. The service provided is in the form of the NTMC Contact Center application which was developed in 2017 to complement the call center and SMS center services that have been available since 2014. The ease of use of technology and the provision of quality services will have an impact on community satisfaction. The purpose of this research is to analyze the influence of acceptance of the use of technology, the influence of service quality on the NTMC Contact Center application for the National Police Traffic Corps, and the simultaneous influence of acceptance of the use of technology and quality of service on the NTMC Contact Center application for the National Police Traffic Corps on the level of public satisfaction in handling traffic violations and accidents. Theoretical concepts in the Technology Acceptance Model, User Acceptance, and Community Satisfaction are used to analyze the acceptance of technology use and service quality on community satisfaction in the NTMC Contact Center application for the National Police Traffic Corps. The research method used in this research is quantitative explanatory research with a population of 10,000 people who downloaded the NTMC Contact Center Polri application on Google Playstore. From the total population, a sample of 100 people can be obtained using the Slovin formula. The sampling technique used was the snowball sampling technique. The results of the research show that there is a positive and significant influence of acceptance of the use of technology, influence of service quality, and a simultaneous influence of acceptance of the use of technology and service quality in the NTMC Contact Center application on the level of public satisfaction in handling traffic violations and accidents.
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Park, JungKun, Te-Lin (Doreen) Chung, Frances Gunn, and Brian Rutherford. "The role of listening in e-contact center customer relationship management." Journal of Services Marketing 29, no. 1 (2015): 49–58. http://dx.doi.org/10.1108/jsm-02-2014-0063.
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Purpose – The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal service quality and utilitarian value during e-contact center interactions. Design/methodology/approach – Participants completed an online survey about their service experiences with e-contact centers. Data were analyzed using structural equation modeling. Findings – This study found that e-listening is highly related to interpersonal service quality and utilitarian value. Interpersonal service quality is positively related to e-satisfaction and e-loyalty, both with e-contact centers and e-retailers. Research limitations/implications – The study utilizes general active empathetic listening (AEL) constructs identified in previous research. Although these constructs provide a way to differentiate the cognitive aspects of AEL, and therefore, a mechanism for discerning utilitarian value, further qualitative studies on nonverbal cues in online communications would develop insights into more granular, behavioral dimensions and effects of e-listening. In addition, the study is based on general e-retailing processes, and is not focused on a specific business or sector. The magnitude of the effects of e-listening on the different factors related to customer relationships may vary with different sectors. Practical implications – E-contact centers should provide interpersonal interactions that emphasize utilitarian value. The centers should be staffed by employees who are well trained in AEL and who are provided with appropriate resources. The interactions of these e-contact centers can provide significant input to e-retailers about the improvement of service quality and resulting customer e-loyalty. Originality/value – The research provides an original view of service quality in e-contact center contexts and makes a valuable contribution to understanding the evolving service offerings of multi-channel e-retailing. The study provides support for the argument that value and quality in interpersonal interactions with e-contact centers lead to satisfaction and consequently to customer loyalty.
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Setiyanto, Rudi, Moh Sofjan, and Oky Agam. "Implementation of a Contact Center with Interactive Voice Response Using Cisco Unified Communications." JURNAL SISFOTEK GLOBAL 14, no. 1 (2024): 41. http://dx.doi.org/10.38101/sisfotek.v14i1.10881.
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A popular voice-based communication service used to receive calls automatically is Interactive Voice Response (IVR). Generally, IVR is widely used by institutions to provide services to the public in consulting, offering, or providing information about a particular matter. One of the uses of IVR, among others, is the Contact Center. By using Voice over Internet Protocol (VoIP) technology and using the SIP Trunk service from the service provider, institutions can take advantage of the existing network infrastructure to save on telephone usage. VoIP technology also allows it to be integrated with Private Automatic Branch Exchange (PABX) using Cisco Unified Communications Manager (CUCM). While the IVR system uses Cisco Unified Contact Center Express (UCCX). In this study, the implemented contact center serves to receive calls from external parties. The telephone number uses a call hunting system that will distribute incoming calls to officers on duty at PT. Multipolar Technology Tbk.
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Fulaedzah, Indah Asrin. "Burnout on Contact Center: A Literature Review." Interdisciplinary Social Studies 1, no. 4 (2022): 383–402. http://dx.doi.org/10.55324/iss.v1i4.82.
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Background: The use of contact centers is considered the most effective way to love relationships with customers. Contact centers are proven to improve service to customers and reduce operational costs. On the other hand, high pressure causes contact center employees to be vulnerable to burnout.Aim: This study aims to find out what factors can cause burnout. The method used is review literature.Method: The researcher implemented a systematic review. The articles used in this study was obtained from the website of scientific database providers google schoolar and ScienceDirect using keyword burnout, contact centers, contact centers, call centers, call centers. Article inclusion criteria are journals or fulltext open access articles published in 2016-2021 and produce 8 articles.Findings: The results of this review obtained factors that can cause burnout in contact center employees in general consist of sociodemographic factors, internal factors and external factors such as age, gender, emotional intelligent, mindfulness, characteristics, responsibilities, and workload, as well as conflicts that employees have.
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Ismael, Samira, and Mohammad Shehada. "The Impact of Job Satisfaction on Turnover Rate in the Contact Center Environment in the Jordanian Labor Market." INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION 6, no. 5 (2020): 44–55. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.65.1006.
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The Jordanian economy is declining due to the political and economic conditions in the region, which caused more scarcity of resources and lowering the investment rate. Therefore, the services sector has become more important in the Jordanian labor market and the Contact Center Environment has become even more important. Yet, one of the most brilliant goals for the Contact Center is to lower the turnover rate and deliver the best service to the clients. This paper measured the impact of job satisfaction on turnover rate in the Contact Center Environment. Service providers at inbound call centers answered the questionnaires designed to measure the impact of their job satisfaction with its elements (social satisfaction, salaries, benefits, career growth and safety, psychological and physical environment) on their intent to turnover. 100 questionnaires were distributed randomly in different Contact Centers in the Jordanian labor market. Sixty-eight respondents were received, and the valid ones for analysis were 58. The research identifies a significant impact of Job safety and career growth as major variables that affect the intention and the turnover rate among employees in the Contact Center.
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Popov, V. G., and M. S. Stepanov. "An overview of models for contact center resource planning." T-Comm 18, no. 10 (2024): 55–63. https://doi.org/10.36724/2072-8735-2024-18-10-55-63.
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This article provides an in-depth examination of contemporary call handling models used in contact centers, emphasizing their evolution and adaptation to current technological advancements. The study starts with classical models, such as the Erlang models (Erlang B, Erlang C, and Erlang A), which are ground ed in Poisson processes and Markov chains, and highlights their applicability in different contact center scenarios. These models are crucial for evaluating system performance, such as calculating the probability of service denial, waiting times, and the optimal number of agents needed. In addition to these traditional models, the article also explores more advanced approaches that incorporate artificial intelligence (AI) and machine learning (ML). These modern techniques are increasingly used for predicting incoming call loads, optimizing resource allocation, and staffing. The inclusion of AI and ML allows for more accurate forecasts of peak periods, better resource management, and improved service levels in a dynamic environment. The article thoroughly considers various unique characteristics of contact centers, such as multichannel communication systems, the segmentation of agents based on skill levels, and the presence of multiple service stages. These factors are essential in creating more sophisticated and realistic models that better reflect the complexities of modern con tact center operations. The primary goal of the study is to conduct a comprehensive analysis of existing models to identify their strengths and weaknesses. The insights gained from this analysis will be instrumental in developing a new set of models tailored to describe modern and future information and referral services more accurately. These new models are expected to offer enhanced capabilities in managing the increasingly complex and technology-driven environments of contact centers.
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Randall, Glen E. "Competition, Organizational Change, and Conflict: The Changing Role of Case Managers in Ontario’s Homecare System." Care Management Journals 8, no. 1 (2007): 2–7. http://dx.doi.org/10.1891/152109807780494096.
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As health care costs climb, governments continue to seek ways of controlling expenditures and improving accountability. One approach recently used by the government of Ontario to reform the delivery of homecare services focused on the introduction of competitive market forces in conjunction with the establishment of greater managerial controls over the activities of frontline health professionals. The purpose of this article is to assess how this “managed competition” model impacted the role of homecare case managers and their relationships with frontline health professionals. Data for this case study were obtained primarily through 36 in-depth key informant interviews with representatives from homecare provider agencies and the community care access centers (CCACs), which contract with the provider agencies for client services. The managed competition reform dramatically altered the role of homecare case managers by requiring them to take on greater responsibility for monitoring budgets and rationing services. This shift from a collaborative to a competitive system promoted conflict between case managers and other health care professionals. In the presence of an increasingly bureaucratized case manager role, interprofessional conflict and a focus on cost containment seems to have left clients without any clear advocate of their interests.
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Goldstein, A., S. Kislyakov, and M. Fenomenov. "Chaos Theory Methods for Contact-Center Dinamic Control." Proceedings of Telecommunication Universities 7, no. 2 (2021): 18–23. http://dx.doi.org/10.31854/1813-324x-2021-7-2-18-23.
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The work is devoted to searching for optimal control methods for contact center, in particular, methods for predicting the load for further calculation of required number of operators. If the number of operators is always more than required, then the owners of the contact center will incur financial losses. If there are too few employees, the quality of service will decline. Predicting the load of the contact center is required in order to bring the optimal number of operators to work in advance. It is proposed to apply chaos theory to predict the incoming load of a contact center. Positive value of the Lyapunov index indicates the chaotic behavior of the input flow of the load. To predict the load, the methods of linear and nonlinear forecasting and the method of global approximation are used. The paper presents the results of comparing these methods for the problem of predicting the incoming load of contact center.
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Yunianto, Imam, Malik Mutoffar, and Dyah Kiki Widyaningrum. "ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA PENYEDIAAN CONTACT CENTER PADA PT ABC." Jupiter: Journal of Computer & Information Technology 3, no. 1 (2023): 34–40. http://dx.doi.org/10.53990/cist.v3i1.223.
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In knowing and measuring the level of good acceptance by respondents in the provision of contact center services by PT. ABC and how far the relationship between the provision of contact center services to the interests of customers. Mainly to find out how successful the services are provided and to create a positive image for the company. Satisfactory service, it will be one of the factors that encourage customers to want to use the service again. This study uses a questionnaire to measure the level of customer satisfaction which is implemented using the customer satisfaction index (CSI) method in producing a customer satisfaction index in the provision of contact center services. Samples taken by distributing questionnaires were categorized in terms of importance and customer satisfaction. The results showed that the customer satisfaction index reached 83% based on the criteria for the level of satisfaction, so this number indicates that the customer is very satisfied.
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Lee, Sang Ki and 구자원. "Applying the Service-Profit Chain Model to the Contact Center Service Business : MPC Co., Ltd." Journal of Korea Service Management Society 15, no. 3 (2014): 65–93. http://dx.doi.org/10.15706/jksms.2014.15.3.003.
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Researcher. "TRANSFORMING CONTACT CENTER WFM THROUGH ARTIFICIAL INTELLIGENCE: IMPLEMENTATION AND IMPACT." International Journal of Research In Computer Applications and Information Technology (IJRCAIT) 7, no. 2 (2024): 2228–38. https://doi.org/10.5281/zenodo.14388162.
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Artificial Intelligence (AI) is fundamentally transforming workforce management (WFM) in contact centers, offering unprecedented capabilities in forecasting, scheduling, and performance optimization. This technical article examines how AI-driven WFM solutions leverage machine learning algorithms and predictive analytics to enhance operational efficiency and service delivery. Through an analysis of key components, including intelligent scheduling systems, real-time performance monitoring, and automated coaching mechanisms, we demonstrate how AI integration can reduce operational costs while improving service levels and agent satisfaction. The article presents implementation strategies, case studies, and best practices derived from early adopters while also addressing critical challenges in system integration and change management. By exploring emerging trends and future developments in AI-powered WFM, this comprehensive review provides contact center leaders with actionable insights for successful AI adoption in their workforce management processes. This article indicates that organizations implementing AI-driven WFM solutions can achieve significant improvements in forecast accuracy, schedule optimization, and resource utilization, ultimately leading to enhanced customer experience and operational performance.
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Dea Syafira, Anisa, and Cathas Teguh Prakoso. "Effectiveness of the 112 Call Center Service at the Department of Communication and Informatics in Samarinda City." Dinasti International Journal of Education Management And Social Science 6, no. 1 (2024): 578–85. https://doi.org/10.38035/dijemss.v6i1.3511.
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Public service continues to be a significant element in developing countries to meet the needs of the community. The Samarinda City Government has introduced an innovative public service, the 112 Call Center. This study aimed to determine the effectiveness of the 112 Call Center service in Samarinda City. The method used in this research is a qualitative approach. The research results show that the effectiveness of the 112 Call Center service at the Department of Communication and Informatics in Samarinda City is quite substantial as this service has proven beneficial in supporting security and handling emergency situations faced by residents. This service allows people to quickly contact the authorities when emergency situations occur, such as traffic accidents, fires, crimes, and other emergencies.
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Katipa, Chezhimbayeva, Konyrova Madina, Kumyzbayeva Saule, and Kadylbekkyzy Elvira. "Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory." Eastern-European Journal of Enterprise Technologies 6, no. 3 (114) (2021): 64–71. https://doi.org/10.15587/1729-4061.2021.244976.
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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.
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Manoj Kumar Vunnava. "The AI-powered automation in contact centers: Enhancing self-service and agent support." World Journal of Advanced Engineering Technology and Sciences 15, no. 2 (2025): 1299–309. https://doi.org/10.30574/wjaets.2025.15.2.0632.
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This article examines the transformative impact of AI-powered automation on contact center operations, with particular focus on self-service capabilities and agent support systems. Beginning with a historical perspective on contact center technology evolution, this article explores how Natural Language Processing has emerged as a cornerstone technology enabling more intuitive and efficient customer interactions through conversational AI, sentiment analysis, and advanced intent recognition. This article addresses key implementation considerations including integration architectures, workforce transformation implications, and measurement methodologies for quantifying customer experience improvements. Particular attention is given to the ethical dimensions of AI deployment in customer service contexts, including data privacy compliance, algorithmic bias mitigation, and appropriate transparency in automated decision-making. The article further explores how intelligent routing and resource optimization capabilities are redefining operational efficiency paradigms while maintaining service quality. Looking toward future developments, this article considers emerging NLP capabilities, integration opportunities with adjacent technologies, and research gaps that present both challenges and opportunities for organizations navigating the AI transformation journey in customer service delivery. Throughout, the article emphasizes that successful implementation requires balancing technological sophistication with ethical mindfulness to create service experiences that genuinely enhance customer relationships.
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Meegada, Sreenivasul Reddy. "The Expanding Influence of Contact Centers: A Cross-Sectoral Analysis." European Journal of Computer Science and Information Technology 13, no. 7 (2025): 66–73. https://doi.org/10.37745/ejcsit.2013/vol13n76673.
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Contact centers have undergone significant evolution from basic customer service operations to influential systems permeating essential societal sectors including education, law enforcement, and the arts. This comprehensive exploration examines how the implementation of contact center technologies transforms institutional practices across these diverse domains, highlighting the intricate balance between technological advancement and human connection. By evaluating both quantitative metrics and qualitative impacts, the article reveals complex dynamics where efficiency improvements often create tension with personalized engagement. The integration of artificial intelligence, automation, and analytics capabilities has accelerated service delivery while simultaneously raising concerns regarding data privacy, accessibility disparities, and potential depersonalization. Through examining implementation patterns across sectors, common challenges emerge concerning technological determinism, stakeholder agency, and digital equity. The findings suggest successful contact center integration requires deliberate attention to human factors alongside technological capabilities, with hybrid approaches demonstrating superior outcomes compared to fully automated alternatives. This cross-sectoral perspective provides valuable insights for organizations navigating digital transformation while maintaining meaningful stakeholder relationships.
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Reid, Mary E., Katharine Dobson Amato, Michael Zevon, et al. "Increasing access to tobacco cessation support for cancer patients: Results of an institution-wide screening and referral program in an NCI-designated comprehensive cancer center." Journal of Clinical Oncology 31, no. 15_suppl (2013): 1566. http://dx.doi.org/10.1200/jco.2013.31.15_suppl.1566.
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1566 Background: Guidelines from ASCO and other national organizations recommend assessment of tobacco use and structured tobacco cessation support for cancer patients. However, most oncology providers fail to provide cessation assistance to cancer patients who use tobacco. Reported are results of a systematic approach to assessing tobacco use and delivering cessation support for cancer patients in a comprehensive cancer center. Methods: A standard set of evidence based tobacco assessment questions were incorporated into an automated electronic medical record based system delivered by nursing at initial consult and follow-up. Patients eligible for tobacco cessation support (i.e. patients self-reporting tobacco use within 30 days) were automatically referred to a dedicated tobacco cessation service providing primarily phone based cessation support. Results: Of approximately 11,900 patients screened over 26 months, 2,978 patients were automatically triaged for cessation support. Contact priority was given to newly diagnosed patients in tobacco related disease sites. Using 1.25 full time cessation specialists, 1,531 received only a standard tobacco cessation mailing and no further contacts were attempted by the cessation service. In 1447 patients with attempted phone contact by the cessation service, 1189 (82.2%) were reached within 5 contact attempts. In 1,189 patients contacted, 52 (4.4%) were inappropriate referrals, 245 (20.6%) were in an active quitting phase, 465 (39.1%) were willing to prepare, and only 24 (2.0%) refused any intervention at initial contact. At the most recent follow-up, 44 patients (3.7%) requested no further contact and 90 additional patients (7.6%) were lost to follow-up. In the 1,045 remaining patients, 338 (32.3%) reported quitting tobacco use. Notably, in the 1,531 patients with no phone contact by the cessation service, only 14 proactively contacted the cessation service for assistance. Conclusions: An institution wide program to automate the delivery of tobacco cessation services was feasible with high patient contact rates, low patient refusal, and moderately high tobacco cessation rates.
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Fu, Teng, Guido Zampieri, David Hodgson, Claudio Angione, and Yifeng Zeng. "Modeling Customer Experience in a Contact Center through Process Log Mining." ACM Transactions on Intelligent Systems and Technology 12, no. 4 (2021): 1–21. http://dx.doi.org/10.1145/3468269.
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The use of data mining and modeling methods in service industry is a promising avenue for optimizing current processes in a targeted manner, ultimately reducing costs and improving customer experience. However, the introduction of such tools in already established pipelines often must adapt to the way data is sampled and to its content. In this study, we tackle the challenge of characterizing and predicting customer experience having available only process log data with time-stamp information, without any ground truth feedback from the customers. As a case study, we consider the context of a contact center managed by TeleWare and analyze phone call logs relative to a two months span. We develop an approach to interpret the phone call process events registered in the logs and infer concrete points of improvement in the service management. Our approach is based on latent tree modeling and multi-class Naïve Bayes classification, which jointly allow us to infer a spectrum of customer experiences and test their predictability based on the current data sampling strategy. Moreover, such approach can overcome limitations in customer feedback collection and sharing across organizations, thus having wide applicability and being complementary to tools relying on more heavily constrained data.
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Chezhimbayeva, Katipa, Madina Konyrova, Saule Kumyzbayeva, and Elvira Kadylbekkyzy. "Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory." Eastern-European Journal of Enterprise Technologies 6, no. 3 (114) (2021): 64–71. http://dx.doi.org/10.15587/1729-4061.2021.244976.
Full textAbstract:
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.
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Della, Kharisma Putri, Asmaningrum Nurfika, and Tri Afandi Alfid. "Nurse’s Viewpoint of Gatekeeper Function on Managing Indonesian National Health Insurance: A Qualitatif Study." Nursing and Health Sciences Journal (NHSJ) 2, no. 2 (2022): 108–17. http://dx.doi.org/10.53713/nhs.v2i2.57.
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WHO initiated a policy related to the health for all principles and realized it in the application of gatekeeper theory for increasing the quality of public health center services which include the aspects of First Contact, Continuity, Comprehensiveness, and Coordination services. The purpose of this research was to explore nurses’ perceptions of gatekeepers’ role in NhI services at Public Health Center. This research is using descriptive qualitative design and purposive sampling with thematic analysis is used as sampling technique. Characteristics of the participants include 80% female with qualification 80% are vocational nurses and 60% nurses on duty at community public health center. Results of this research found three major themes including the involvement of administrative services, service providers, and service strategy implementers. The three themes are a manifestation of the integration of implementation of the four main gatekeeper functions by nursing staff of Public Health Center. Services run by nurses are considered less than optimal in first contact and continuous aspect, in term of nursing care documentation and the absence of HIV/AIDS treatment services. This research is expected to be a guide for updating information related to the role of nurses in public health center as gatekeeper.
 
 Keywords: NhI, gatekeeper, nurses, public health center, qualitative
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Marín Díaz, Gabriel, and Ramón Alberto Carrasco González. "Fuzzy Logic and Decision Making Applied to Customer Service Optimization." Axioms 12, no. 5 (2023): 448. http://dx.doi.org/10.3390/axioms12050448.
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In the literature, the Information Technology Infrastructure Library (ITIL) methodology recommends determining the priority of incident resolution based on the impact and urgency of interactions. The RFID model, based on the parameters of Recency, Frequency, Importance and Duration in the resolution of incidents, provides an individual assessment and a clustering of customers based on these factors. We can improve the traditional concept of waiting queues for customer service management by using a procedure that adds to the evaluation provided by RFID such additional factors as Impact, Urgency and Emotional character of each interaction. If we also include aspects such as Waiting Time and Contact Center Workload, we have a procedure that allows prioritizing interactions between the customer and the Contact Center dynamically and in real time. In this paper we propose to apply a model of unification of heterogeneous information in 2-tuple linguistic evaluations, to obtain a global evaluation of each interaction by applying the Analytic Hierarchy Process (AHP), and in this way be able to have a dynamic process of prioritization of interactions.
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Kumar, Akshat, Sudhanshu Singh, Pranav Gupta, and Gyana Parija. "Near-Optimal Nonmyopic Contact Center Planning Using Dual Decomposition." Proceedings of the International Conference on Automated Planning and Scheduling 24 (May 11, 2014): 395–403. http://dx.doi.org/10.1609/icaps.v24i1.13665.
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We address the problem of minimizing staffing cost in a contact center subject to service level requirements over multiple weeks. We handle both the capacity planning and agent schedule generation aspect of this problem. Our work incorporates two unique business requirements. First, we develop techniques that can provide near-optimal staffing for 247 contact centers over long term, upto eight weeks, rather than planning myopically on a week-on-week basis. Second, our approach is usable in an online interactive setting in which staffing managers using our system expect high quality plans within a short time period. Results on large real world and synthetic instances show that our Lagrangian relaxation based technique can achieve a solution within 94% of optimal on an average, for eight week problems within ten minutes, whereas a generic integer programming solver can only achieve a solution within 80% of optimal. Our approach is also deployed in live business environment and reduces headcount by a decile over techniques used previously by our client business units.
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Proenca, Teresa, Ana Torres, and Ana Sofia Sampaio. "Frontline employee empowerment and perceived customer satisfaction." Management Research: Journal of the Iberoamerican Academy of Management 15, no. 2 (2017): 187–206. http://dx.doi.org/10.1108/mrjiam-04-2016-0663.
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Purpose The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling. Findings Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation. Practical implications Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers. Originality/value The research provides valuable insights for both scholars and practitioners regarding the process through which employees’ psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers.
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Vunnava, Manoj Kumar. "The Evolution of Contact Center Roles: Adapting to the Age of AI Automation." European Journal of Computer Science and Information Technology 13, no. 21 (2025): 79–87. https://doi.org/10.37745/ejcsit.2013/vol13n217987.
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The contact center industry is experiencing a transformative shift driven by AI automation, revolutionizing traditional roles and operational models. This evolution has redefined how organizations deliver customer service, with AI handling routine tasks while human agents focus on complex interactions requiring emotional intelligence and advanced problem-solving skills. The transformation encompasses workforce planning, skill development, and organizational strategies, leading to enhanced customer experiences and operational efficiency. The integration of AI has catalyzed the emergence of new specialized roles, requiring contact center professionals to develop advanced competencies in critical thinking, communication, and technical adaptability while maintaining the essential human touch in customer interactions.
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Rajkumar Gopalakrishnan. "Artificial Intelligence Integration in Enterprise Contact Centers: A Strategic Framework for Implementation." Journal of Computer Science and Technology Studies 7, no. 4 (2025): 1001–5. https://doi.org/10.32996/jcsts.2025.7.4.112.
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This article examines the strategic implementation of Artificial Intelligence (AI) in enterprise contact centers, focusing on the transformation of customer service delivery and operational efficiency. The article explores four critical aspects: technological infrastructure assessment, AI model development methodologies, human-AI collaboration frameworks, and compliance with ethical standards. Through comprehensive analysis of recent research and industry practices, the article demonstrates how AI integration enhances customer experience, improves agent productivity, and optimizes operational costs while maintaining service quality. The article highlights the importance of structured implementation approaches, robust training methodologies, and ethical considerations in successful AI deployment within contact center environments.
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Avdagić-Golub, Elma, Nermin Goran, Bakir Karahodža, Muhamed Begović, and Belma Memić. "Call rating based on objective data extraction." Telfor Journal 15, no. 2 (2023): 56–62. http://dx.doi.org/10.5937/telfor2302056a.
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Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer. They are responsible for maintaining an appropriate relationship between the company and the customer. So, they are personally responsible for the customer experience. In this paper, we present an objective evaluation method for evaluating customer-agent interaction, i.e., evaluating the effectiveness of the realization of customer requests from calls. The evaluation method is automatic and does not depend on the relationship between the call center manager and the employees. The motivation for evaluating calls stems from the key performance characteristics of a contact center, of which we particularly emphasize service time, first call resolution, handling time, and others.
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Aindrila, Ghorai. "Revolutionizing Customer Service: Integrating Computer Telephony (CTI) with Amazon Connect in the PEGA Platform." Journal of Scientific and Engineering Research 10, no. 2 (2023): 208–12. https://doi.org/10.5281/zenodo.12792582.
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The integration of Computer Telephony Integration (CTI) systems with Customer Relationship Management (CRM) platforms has revolutionized customer service operations, enhancing efficiency and user experience. This research paper delves into the integration of PEGA’s CTI capabilities with Amazon Connect, a cloud-based contact center service. The paper explores the technical architecture, implementation process, benefits, and challenges of this integration, providing a comprehensive guide for organizations looking to leverage these technologies for optimized customer service operations.
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Manoj Kumar Vunnava. "Optimizing contact center operations through strategic system migration: A case study in technological transformation." World Journal of Advanced Research and Reviews 26, no. 2 (2025): 1355–64. https://doi.org/10.30574/wjarr.2025.26.2.1668.
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This article presents a large-scale contact center migration initiative that successfully transformed fragmented legacy systems into a unified communications platform. Through a methodical approach encompassing detailed assessment, strategic planning, and meticulous implementation, the organization achieved significant improvements in operational efficiency, system reliability, and customer service quality. The article details the complex process of reverse-engineering existing call flows, redesigning the agent desktop environment, and implementing an integrated knowledge management system while maintaining business continuity. By examining both technical challenges and human factors, the article provides insights into critical success factors, unexpected benefits, and practical solutions to common implementation obstacles. The article demonstrates that successful contact center optimization requires balancing technological considerations with change management strategies, executive sponsorship with frontline engagement, and risk mitigation with innovation. This article offers valuable guidance for organizations contemplating similar transformations and contributes to addressing gaps in the existing literature regarding end-to-end contact center migration processes and outcomes.
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Poresky, Robert H., and Ann Michelle Daniels. "Two-Year Comparison of Income, Education, and Depression among Parents Participating in Regular Head Start or Supplementary Family Service Center Services." Psychological Reports 88, no. 3 (2001): 787–96. http://dx.doi.org/10.2466/pr0.2001.88.3.787.
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Changes after 2 years in a Head Start Family Service Center Demonstration Project were assessed through pre-implementation and postimplementation interviews with 80 parents of Head Start children to evaluate changes during the project noted for the children's parents. Compared with parents in regular Head Start, parents in the supplementary Family Service Center project reported more contact with staff, increased their functional literacy scores, and increased their family incomes. The percentage of these parents with high depression scores decreased. These changes encourage implementation of more intensive social services within Head Start programs as a means of effectively assisting Head Start parents.
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Researcher. "THE TRANSFORMATIVE IMPACT OF GENERATIVE AI ON CONTACT CENTER OPERATIONS: OPPORTUNITIES AND CHALLENGES." International Journal of Computer Engineering and Technology (IJCET) 15, no. 5 (2024): 1073–83. https://doi.org/10.5281/zenodo.14026731.
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This comprehensive article explores the transformative impact of generative AI on contact center operations, highlighting its potential to revolutionize customer service delivery while addressing associated challenges. The article examines how generative AI enhances operational efficiency through task automation, improves customer interactions via advanced natural language processing, and enables personalized experiences through data-driven insights. Key findings indicate significant improvements in productivity, cost reduction, and response times, with productivity increases of up to 30% and response time reductions of up to 80%. The article also investigates critical challenges, including data privacy concerns, AI-generated content accuracy, and the need to balance automation with human interaction. Future prospects and emerging trends, such as multimodal AI and emotional AI, are discussed, along with best practices for implementation and strategies to overcome challenges. By synthesizing current research and industry applications, this article provides a comprehensive overview of generative AI's role in reshaping contact center operations, offering valuable insights for researchers, practitioners, and decision-makers in the field of customer service technology
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Arif, Muhammad, and Aldi Fernando. "Meningkatkan Kualitas Sumber Daya Manusia (SDM) melalui Pelatihan Produktivitas oleh Dinas Tenaga Kerja Mandailing Natal." VISA: Journal of Vision and Ideas 2, no. 3 (2022): 237–42. http://dx.doi.org/10.47467/visa.v2i3.1218.
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Mandailing Natal Panyabungan Manpower Office. The main task of the Manpower Service is as a government agency in the field of manpower in its working area. The functions of the Manpower Office include formulating manpower policies, implementing manpower policies, labor administration, labor supervision, reporting and evaluating the workforce. Related to its duties and functions, the local Manpower Office has several licensing powers such as Permits to Employ Foreign Workers (IMTA), Operational Permits for Employment Service Providers/Labourers, Employment Cards and Permits, Work Permits, to Work Center Institution Permits (BLK). . For information on requirements for obtaining a permit from the Manpower Office, costs (if any) and others, you can ask directly at the office. The public can also contact the telephone contact of the Manpower Office for a quick response, or access the website of the Manpower Office for general information and news related to employment. This research technique involves using a qualitative approach.
 Keywords: Department of Manpower, Job Training Center (BLK), Human Resources
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Arif, Muhammad, and Aldi Fernando. "Meningkatkan Kualitas Sumber Daya Manusia (SDM) melalui Pelatihan Produktivitas oleh Dinas Tenaga Kerja Mandailing Natal." VISA: Journal of Vision and Ideas 2, no. 2 (2022): 237–42. http://dx.doi.org/10.47467/visa.v2i2.1218.
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Mandailing Natal Panyabungan Manpower Office. The main task of the Manpower Service is as a government agency in the field of manpower in its working area. The functions of the Manpower Office include formulating manpower policies, implementing manpower policies, labor administration, labor supervision, reporting and evaluating the workforce. Related to its duties and functions, the local Manpower Office has several licensing powers such as Permits to Employ Foreign Workers (IMTA), Operational Permits for Employment Service Providers/Labourers, Employment Cards and Permits, Work Permits, to Work Center Institution Permits (BLK). . For information on requirements for obtaining a permit from the Manpower Office, costs (if any) and others, you can ask directly at the office. The public can also contact the telephone contact of the Manpower Office for a quick response, or access the website of the Manpower Office for general information and news related to employment. This research technique involves using a qualitative approach.
 Keywords: Department of Manpower, Job Training Center (BLK), Human Resources
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Lubis, Aldi Fernando, and Muhammad Arif. "Meningkatkan Kualitas Sumber Daya Manusia (SDM) Melalui Pelatihan Produktivitas Oleh Dinas Tenaga Kerja Mandailing Natal." VISA: Journal of Vision and Ideas 3, no. 1 (2022): 113–18. http://dx.doi.org/10.47467/visa.v3i1.1218.
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Mandailing Natal Panyabungan Manpower Office. The main task of the Manpower Service is as a government agency in the field of manpower in its working area. The functions of the Manpower Office include formulating manpower policies, implementing manpower policies, labor administration, labor supervision, reporting and evaluating the workforce. Related to its duties and functions, the local Manpower Office has several licensing powers such as Permits to Employ Foreign Workers (IMTA), Operational Permits for Employment Service Providers/Labourers, Employment Cards and Permits, Work Permits, to Work Center Institution Permits (BLK). . For information on requirements for obtaining a permit from the Manpower Office, costs (if any) and others, you can ask directly at the office. The public can also contact the telephone contact of the Manpower Office for a quick response, or access the website of the Manpower Office for general information and news related to employment. This research technique involves using a qualitative approach.
 Keywords: Department of Manpower, Job Training Center (BLK), Human Resources
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Nuria, Jiménez Olivas, Cabrera Majada Antonio, del Puy Heredia Ochoa María, Moro Valverde Alicia, Luisa Martínez Rodríguez María, and Muñoz García Cristina. "Sistemas personalizados de dosificación en atención primaria: un estudio multidisciplinar." Farmacéuticos Comunitarios 2019 Sep 30;11, no. (3) (2019): 5–12. https://doi.org/10.5672/FC.2173-9218.(2019/Vol11).003.02.
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Introduction: Dose Dispensing Service (SPD) prepared in pharmacies are an option to improve therapeutic adherence. Objective: to describe the characteristics and implantation of SPD from the perspective of professionals of a health center, community pharmacists and patients attached to that center. Methods: Descriptive cross-sectional study in the area of influence of Daroca health center (Madrid). 64 health center professionals, 37 community pharmacists and 29 SPD users participated. Questionnaires were used for each of the categories with questions about knowledge and opinions of SPDs, management, preparation and satisfaction with the service. Results: 61.4% of health center professionals know SPD and 94% believe they are useful. 13 pharmacies offer SPD: 55.6% consider that they should contact the doctor, 41.7% charge for the service and 92.3% do so manually. 5 pharmacies prepare SPD for 18 patients in our local zone. Most used inclusion criteria: age, polymedication and suspicion of poor compliance. Patient profile using SPD: octogenarian woman polymedicated with primary studies living alone. 66.7% of the patients took the medications directly from the box. Pharmacists recommended SPD to 88.9% of patients. 100% of SPD users are very satisfied with the service. Conclusion: Although all the groups studied believe that SPDs are useful for improving adherence, SPDs have a low implementation in our area.
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Galimzianov, Dmitrii, and Viacheslav Vyshegorodtsev. "Text-Based Detection of On-Hold Scripts in Contact Center Calls." Machine Learning and Applications: An International Journal 11, no. 2 (2024): 01–09. http://dx.doi.org/10.5121/mlaij.2024.11201.
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Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain positive interactions with clients. This study presents a natural language processing model that detects on-hold phrases in customer service calls transcribed by automatic speech recognition technology. The task of finding hold scripts in dialogue was formulated as a multiclass text classification problem with three mutually exclusive classes: scripts for putting a client on hold, scripts for returning to a client, and phrases irrelevant to on-hold scripts. We collected an in-house dataset of calls and labeled each dialogue turn in each call. We fine-tuned RuBERT on the dataset by exploring various hyperparameter sets and achieved high model performance. The developed model can help agent monitoring by providing a way to check whether an agent follows predefined on-hold scripts.
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Akh. Fajar Rahman and Sri Sukarni Gestuti. "Penanganan Guest Request oleh Guest Service Center di Department Front Office Hotel Sheraton Mustika Yogyakarta Resort & Spa." Jurnal Kajian Pariwisata Dan Perhotelan 2, no. 1 (2024): 27–31. http://dx.doi.org/10.62379/jkph.v2i1.1452.
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Handling Guest Requests by the Guest Service Center in the Front Office Department at Sheraton Mustika Yogyakarta Resort & Spa.In the era of globalization and rapid growth in the tourism industry, hotel service has become a crucial aspect in ensuring customer satisfaction. The COVID-19 pandemic has changed the dynamics of the hospitality industry, and as recovery progresses, it is important for hotels to enhance the quality of their services to attract customers back. Sheraton Mustika Yogyakarta Resort & Spa, with its unique architecture and luxurious facilities, has seen an increase in occupancy post-pandemic, especially during high seasons like religious celebrations and major holidays. The task of ensuring customer satisfaction is handled by the Guest Service Center, and it is not an easy task. This department serves as the hub for all guest information and requests, acting as the front line in direct contact with hotel guests. Every agent in the Guest Service Center must possess skills such as proper speaking etiquette, telephone etiquette, quick response, and diplomatic actions to achieve a good image, ensuring that guests are satisfied with the service provided. The purpose of this research is to analyze the request handling process, identify the challenges, and find the solutions implemented by the Guest Service Center at Sheraton Mustika Yogyakarta Resort & Spa. The results of this research are expected to be used to improve service quality and has been assisted with a good customer complaint handling system.
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Fatmawati, Linda, and Fernandus Hindiarto. "The Relationship between Psychological Contracts and Job Satisfaction with Turnover Intention at PT. X Contact Center Service Division." Jurnal Indonesia Sosial Sains 4, no. 02 (2023): 181–90. http://dx.doi.org/10.59141/jiss.v4i02.893.
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Humans are selective resources in choosing jobs and developing careers, if they are uncomfortable and there is no development at work, HR will decide or leave work. The purpose of this study is to ascertain the relationship between psychological contracts and job satisfaction and intention to leave PT.X Contact Center Services. 72 PT.X Contact Center Services personnel served as the study's sample. The Major Hypothesis is supported by the findings of the experiment assessing the impact of psychological contracts (X1) on turnover intention. This indicates that psychological contracts and the intention to leave the company are positively and significantly related. The major hypothesis is disproved, and the minor hypothesis is accepted, according to the findings of the experiment investigating the impact of job satisfaction (X2) on turnover intention. Accordingly, the intention of employees to leave their jobs is lower the higher their level of job satisfaction.
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Kirsanov, Vladimir V., Dmitriy Yu Pavkin, Evgeniy A. Nikitin, and Roman F. Filonov. "State and prospects of development of technical service in animal husbandry." Tekhnicheskiy servis mashin, no. 2 (June 10, 2020): 76–82. http://dx.doi.org/10.22314/2618-8287-2020-58-2-76-82.
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Problems of technical service of machinery and equipment in animal husbandry are mostly related to the restructuring of the economic model of interaction between agricultural producers and organizations that supply and service of machinery and equipment. Currently, the entrance control of products and spare parts purchased abroad is not established, and the materials used to make parts in contact with milk (teat rubber, milk hoses, etc.) are not checked for compliance with the requirements of the Ministry of Health. (Research purpose) The research purpose is in justifying the structure of the engineering center for integrated solutions in the field of dairy farming based on the Federal Scientific Agroengineering Center VIM. (Materials and methods) The article presents the results of studying sources describing the past and present experience of organizing a system of technical service of machines and equipment for dairy farming in the Russian Federation and foreign countries that are leading in terms of milk production. Authors collected information from key equipment suppliers when visiting industry exhibitions (Euro Tier, AgroFarm, Golden Autumn, etc.). (Results and discussion) The article proposes the concept of creating an engineering center on the basis of the Federal Scientific Agroengineering Center VIM according to the developed structure. (Conclusions) The implementation of the proposed structure for creating an engineering center will eliminate the existing imbalance in the field of technical service of livestock enterprises, establish information, design, machine-technological and service support for the reconstruction and successful development of livestock enterprises in the industry.
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Poceratu, Imelda Christy, Ivonny Y. Rahanra, and Jelly Lekatompessy. "Optimalisasi Kualitas Pelayanan Jasa Menggunakan Metode Service Quality dan TRIZ." ARIKA 18, no. 2 (2024): 104–11. https://doi.org/10.30598/arika.2024.18.2.104.
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This study aims to measure the quality of service of Health Center X towards customer satisfaction and analyze the improvement of service quality of Health Center X towards customer satisfaction based on the Servqual method and develop improvements that can be made to improve service quality using the TRIZ method. The results of the analysis showed that there were 19 negative gaps with 5 attributes that had the largest gap values, including the politeness of officers in serving patients, the attention of officers to customer needs, the accuracy of officers in checking patient conditions, officers having enough time for patient consultations, and comfortable and beautiful health center rooms. The focus of improvements to be developed by Health Center X is that officers help customers by directly handling customer requests or solving customer problems, patient examinations are carried out carefully and seriously so that mistakes do not occur, doctors provide more time and attention to patients, even the latest information about the development of the patient's condition must be conveyed directly by the doctor to the patient, even changing the layout of the benches which were initially too close together when sitting and prone to contact with others, replacing facilities that are not suitable for use or repaired and adding entertainment facilities such as TV and adding decorations such as placing plants and flowers in the room.
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Dwi Oktaviany Kommala, Inriany Novica Ruminding, Salsabila Salsabila, Serly Fitriana, Anisa Dea Syafira, and Cerry Shcneider. "Efektivitas Pelayanan Publik." Jurnal Manajemen dan Ekonomi Kreatif 2, no. 1 (2023): 147–58. http://dx.doi.org/10.59024/jumek.v2i1.286.
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Public services in Indonesia are really needed by the community, one of which is public services in the form of emergency response services that are ready to serve calls from people who need help quickly. The purpose of this writing is how effective the performance of the State Civil Apparatus is in providing public services through Call Center 112 in Samarinda City and also to find out what efforts are being made by the Samarinda City government to improve the effectiveness of the performance of the state civil apparatus in providing public services through Call Center 112 The method used in this research is a qualitative research approach. The research results show that the effectiveness of the Call Center 112 service management concept at the Samarinda City Communication and Information Service is quite effective because this system has proven its benefits in supporting security and handling emergencies experienced by people in the city of Samarinda. This service allows the public to quickly contact the authorities when an emergency situation occurs, such as a traffic accident, fire, or crime as well as other emergencies.
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Park, Deuk. "A Study on Service Quality Evaluation of AICC (Artificial Intelligence Contact Center) Considerations and Suggestions." Journal of Humanities and Social sciences 21 13, no. 6 (2022): 4581–92. http://dx.doi.org/10.22143/hss21.13.6.317.
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Khlystun, D. M. "IMPROVEMENT OF THE SYSTEM FOR MANAGEMENT OF ORGANIZATION'S COMMUNICATION WITH CONSUMERS BY AUTOMATING THE SERVICE PROVISION PROCESS IN THE CRM ENVIRONMENT." Proceedings of Scientific Works of Cherkasy State Technological University Series Economic Sciences, no. 68 (April 20, 2023): 19–28. http://dx.doi.org/10.24025/2306-4420.68.2023.284535.
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The project on the development of the concept of formalizing relations between service users and the state institution "Government Contact Center" is implemented. The developed concept is used for the development and integration of the CRM system module. Such research methods as basic statistical analysis, comparison, content analysis of secondary information, observation, and generalization have been used to solve the problematic tasks set in the research. It has been established that customer relationship management is a tool for achieving company loyalty through customer satisfaction with the level of services. Competent organization of the service automation process provides an opportunity to increase the efficiency of the employee and increase the client's loyalty to the actions of the institution or organization. It is found that, with the help of the concept of integrated marketing communications, the public can solve problems by contacting an institution or organization to resolve problematic issues. In order to carry out this activity, a working environment is needed through which communication between the institution and the client can be built. It is found that the CRM system provides an environment that would satisfy such requests. The software complex allows not only communication between the institution and the recipient of services but also systematization of all data. The main points regarding the value of using the CRM system in the work with users of the services of the state institution "Government Contact Center" are shown. The relationship between the knowledge base and the provision of services is shown. Based on the institution's CRM system, a mechanism for improving the knowledge base, which operates on the basis of the CRM system, is proposed, and it is shown how the institution's specialists can participate in its improvement. The stages of improving the knowledge base of the CRM system with the help of the new section "News Service of the Government Contact Center" and the role of the "Telegraph of News" section in it are described. The role and new responsibilities that arise as a result of the implementation of this concept for a group of employees are shown. It has been established that knowledge base consultants and experts play a decisive role in the launch of this concept of improving the knowledge base of the CRM system of the state institution "Government Contact Center".
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Bonilla-Félix, Melvin, and Marta Suárez-Rivera. "Disaster Management in a Nephrology Service: Lessons Learned from Hurricane Maria." Blood Purification 47, no. 1-3 (2018): 199–204. http://dx.doi.org/10.1159/000494580.
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Background: Puerto Rico suffered a major humanitarian crisis after Hurricane Maria. We describe our experience with patients with renal disease in an academic medical center. Summary: A comprehensive emergency response plan should be developed, shared and discussed with the team and the patients prior to the hurricane. The needs of the staff should not be ignored to ensure their ability to participate as responders. Physical damage to facilities, lack of basic services, shortage of disposable products, and the inability to get to treatment centers are the most common threats. Preemptive dialysis can avoid serious complications. A contingency plan to move patients to another center should be prearranged in case the unit is rendered nonfunctional after the storm. Patients must receive preventive education about fluid and dietary restrictions and the possible use of potassium binding drugs if they cannot reach a dialysis unit. A list of alternative drugs that could be used if patients are not able to fill their medications is required. The Internet and social media proved to be an invaluable communication tool. A registry of patients with updated contact information, as well as contact information for relatives and a physical address where an emergency rescue team can be dispatched is essential. Water safety should be reinforced. Key Message: Our experience showed us that preparing for the worst is not enough. Advanced planning of a streamlined response is the best tactic to decrease harm.
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Flanagan, Gerald, Tom Velez, Weidong Gu, and Eric Singman. "Contact Lens Wear, Corneal Complications, and U.S. Service Member Readiness." Military Medicine 185, no. 11-12 (2020): e2071-e2075. http://dx.doi.org/10.1093/milmed/usaa187.
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Abstract Introduction Ulcerative keratitis (UK), or corneal ulcer, is a sight-threatening and readiness-lowering medical condition that begins with a corneal infiltrative event (CIE). Contact lens (CL) wear poses a particular risk for a CIE and therefore is restricted for most active duty service members (SMs). In this study, we explored a large Department of Defense/Veterans Affairs (DoD/VA) database to estimate the prevalence of UK and CIE and their association with CL wear. Materials and Methods The DoD/VA Defense and Veterans Eye Injury Vision Registry, an initiative of the DoD/VA Vision Center of Excellence, was explored using natural language processing software to search for words and diagnostic codes that might identify cornea injuries and CL wear. The effect of UK and CIE on readiness was explored by evaluating the duration between the first and final visits noted in the database. Results A total of 213 UK cases were identified among the 27,402 SMs for whom data were recorded in Defense and Veterans Eye Injury Vision Registry. The odds ratios of UK and CIE being associated with CL wear were 13.34 and 2.20, respectively. A less specific code (superficial corneal injury) was found to be the most commonly used diagnosis in the database, and the odds ratio of CL wearers having that diagnosis was 2.25. CL-wearing patients with corneal disease also required more clinic encounters than those who did not wear CLs. Conclusions This study supports the current restriction on CL wear among nonpilot active duty SMs and quantifies the significantly enhanced risk of developing corneal ulcers posed by that habit.
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Serebrennikov, Anatoly N. "PROS AND CONS OF USING INFORMATION TECHNOLOGY IN ORGANIZING A CONTACT CENTER." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 3/1, no. 144 (2024): 118–27. http://dx.doi.org/10.36871/ek.up.p.r.2024.03.01.014.
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The purpose of the study was to analyze the experience of creating contact centers to serve customers in the field of telecommunications services with the involvement of operators and the latest technologies. Objectives. Conduct a comparative analysis of the work of a call center with regular operators and call centers using virtual assistants. Identify the advantages and disadvantages of using chatbots in the work of communication centers. Methodology. The methodological basis of the study is the study of available sources describing the advantages and disadvantages of customer service in the field of the Internet and telephony. Results. An analysis of the work of communication centers with experience in attracting information services was carried out. Conclusions. The optimal option for a call center is to combine live communication between employees and clients with the possible involvement of chatbots outside of working hours in order to reduce the load on operators and reduce client dissatisfaction with the inability to solve problems at the time of contact.
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EROKHIN, MIKHAIL N., ALEKSEI S. DOROKHOV, VLADIMIR V. KIRSANOV, and EKATERINA L. CHEPURINA. "CONCEPTUAL GROUNDS FOR THE CONSTRUCTION OF A REGIONAL MULTIFUNCTIONAL SERVICE CENTER FOR DAIRY LIVESTOCK." Agricultural engineering, no. 1 (2021): 4–10. http://dx.doi.org/10.26897/2687-1149-2021-1-4-10.
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Abstract. The paper outlines the main problems related to the technical service of machines and equipment used in dairy farming. The authors analyze the companies that provide their services to dairy farms of various sizes and forms of ownership, ranging from personal subsidiary farms to agricultural holdings. The main disadvantages of technical service of small and medium farms are shown, namely: large number and disunity of individual equipment suppliers; lack of incoming control of products and materials being in contact with milk; inconsistency in a number of cases of the proposed technical and technological solutions and equipment operation modes with the international requirements and other regulatory documents; impossibility of providing qualifi ed consulting, technical, fi nancial, legal and economic support to agricultural producers. The authors propose a structural and logistic model of a regional multifunctional service center for the livestock breeding industry, providing comprehensive technological, technical and operational services related to consulting, training, choosing the best available technologies and appropriate sets of machines. The multifunctional service center is expected to unite the disparate eff orts of regional service companies and dealers, improve the quality of services provided to commodity producers, and raise the level of production on small and medium-size farms.
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Amaresha Prasad Sahoo. "Optimizing Call Center Service Level Agreements Through Artificial Intelligence and Automation: A Comprehensive Analysis." Journal of Computer Science and Technology Studies 7, no. 4 (2025): 1069–78. https://doi.org/10.32996/jcsts.2025.7.4.121.
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This article presents a comprehensive examination of how artificial intelligence and automation technologies revolutionize call center Service Level Agreement (SLA) optimization. It details the transformative capabilities of advanced technologies in forecasting, routing, workforce management, and customer self-service automation that collectively enhance operational efficiency while improving customer experiences. The integration of machine learning algorithms for demand prediction, contextual routing mechanisms for personalized customer journeys, and AI-driven workforce optimization creates a paradigm shift from reactive to proactive service models. The article demonstrates how predictive analytics can significantly improve forecast accuracy while intelligent routing systems ensure optimal agent-customer matching, reducing misrouted calls and enhancing resolution times. Additionally, the implementation of AI-powered workforce management tools enables precision scheduling and real-time adjustments that maintain SLA compliance even during unpredictable volume fluctuations. The deployment of automation technologies for routine inquiries and agent augmentation further reduces operational costs while increasing service quality. Through continuous feedback loops, these systems steadily improve performance over time, creating sustainable competitive advantages. The article substantiates these advancements with empirical data from multiple industry sectors, highlighting the strategic imperative for AI adoption in contemporary contact center operations to meet increasingly demanding customer expectations in competitive markets.
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Glover, Troy Daniel, and Diana Catharine Parry. "Non-medical health centers – directions for service researchers." Journal of Services Marketing 33, no. 6 (2019): 655–59. http://dx.doi.org/10.1108/jsm-02-2019-0081.
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Purpose The purpose of this paper is to provide directions for research on non-medical health service and servicescapes by building off Rosenbaum’s study of social support for men at a resource center for testicular cancer. Design/methodology/approach This paper cites literature and introduces directions for future research. Findings This paper contains insights on non-medical health services and servicescapes, including the salience of social connection for coping, the need to connect with others who are experiencing the same health issue, the relevance of place and face-to-face contact, the role of leisure in drawing people together and the need to look at these environments critically. Originality/value This viewpoint provides insights to anyone interested in transformative service research, particularly those who apply this approach to study health-care services.
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Kim, Youngseok. "A Study on the Turnover Intention of Consumer Contact Staff: Focusing on the Vehicle Service Center." Journal of Humanities and Social sciences 21 14, no. 3 (2023): 505–20. http://dx.doi.org/10.22143/hss21.14.3.36.
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Horák, Marcel, František Novotný, Michal Starý, and Josef Černohorský. "New Generation of Mobile Platform of Service Robot for Motion along Vertical Walls." Applied Mechanics and Materials 613 (August 2014): 126–31. http://dx.doi.org/10.4028/www.scientific.net/amm.613.126.
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The paper sums up results achieved during in the last few years of the development and research of service robots aiming their use for service applications on vertically oriented walls with predominantly smooth contact surfaces having minimal altitude unevenesses within the range ± 5 mm. Two robot generations are described step by step, and both of them use the same mechanical principle of the patented system of motion. The system uses the intermittent motion when positions of the robot legs and body alternate cyclically, and the appropriate gripping force of a holding-down system is realized by vacuum. As compared with the first version, the current one allows legs to move independent in part. In that way it is possible to compensate better variations of parallelism between a contact plane of the robot holding-down system and a vertical wall. Moreover, the robot is provided with a rotary unit making possible a rotation on the axis going through the robot center and being perpendicular to the contact plane, which guarantees a change in the robot orientation in the plane. As for drives, very compact rotary actuating mechanisms (servo drives) are used, having a high ratio of power parameters in relation to weight and dimensions, combined with a control based on an industrial PC.