Use of simulation in a service desk of an oilfield services company

Luisa Carabalí-Sánchez, Germán Andrés Méndez-Giraldo, Carlos Franco

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc. For those major challenges, simulation is suitable for modeling the service desk. This paper presents an application of simulation for the service desk of the oilfield services company in order to achieve better system performance and improve the customer service process. The name of the company will be anonymous due to security policies.

Original languageEnglish (US)
Title of host publicationApplied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers
EditorsJuan Carlos Figueroa-García, Eduyn Ramiro López-Santana, Roberto Ferro-Escobar
PublisherSpringer
Pages153-164
Number of pages12
ISBN (Print)9783319508795
DOIs
StatePublished - 2016
Event3rd Workshop on Engineering Applications, WEA 2016 - Bogota, Colombia
Duration: Sep 21 2016Sep 23 2016

Publication series

NameCommunications in Computer and Information Science
Volume657
ISSN (Print)1865-0929

Conference

Conference3rd Workshop on Engineering Applications, WEA 2016
CountryColombia
CityBogota
Period9/21/169/23/16

All Science Journal Classification (ASJC) codes

  • Computer Science(all)
  • Mathematics(all)

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