Use of Simulation in a Service Desk of an Oilfield Services Company

Carlos Alberto Franco Franco, Germán Andrés Mendez Giraldo, Luis Carabalí-Sanchez

Resultado de la investigación: Contribución a una revistaArtículo

Resumen

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.
Idioma originalInglés estadounidense
Páginas (desde-hasta)153 - 164
Número de páginas12
PublicaciónCommunications in Computer and Information Science
Volumen657
DOI
EstadoPublicada - nov 3 2017

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