Optimization of the process of customer service with contact center

S. V. Tarkhov; A. F. Galyamov

Computer Science and Information Technologies, Computer Science and Information Technologies 2012

S. V. Tarkhov, A. F. Galyamov

Last modified: 2021-04-15

Abstract

The problem of optimization of customer serviceprocess in a typical organization using contact-centre is discussed in the paper. The mathematicalmodel of this process is represented.

Keywords

Optimization of the process; process; customer service; contact center

References

1. Galyamov A.F., Tarkhov S. V. Modeling business-processes of a contact-centre for optimizing itscharacteristics, In: Proc. of 13th InternationalWorkshop on Computer Science and InformationTechnologies (CSIT'2011), Gatmisch-Partenkirchen,Germany, pp.124-126.

2. Galyamov A.F. “On designing centres of integratedsubscriber service”. // The VI All-Russian winterworkshop for post-graduates and young scientists:materials for the conference. Ufa: USATU, 2011Volume 1. Pg. 23-26.

3. Goldshtein B.S. Freinkman V.A. Call-centers andcomputer telephony.

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