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 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 originalEnglish (US)
Páginas (desde-hasta)153 - 164
Número de páginas12
PublicaciónCommunications in Computer and Information Science
Volumen657
DOI
EstadoPublished - nov 3 2017

Huella dactilar

Industry
Simulation
Security Policy
Banking
Telecommunication
Telecommunications
Health
System Performance
Planning
Customers
Processing
Modeling
Business
Skills

Citar esto

Franco Franco, Carlos Alberto ; Mendez Giraldo, Germán Andrés ; Carabalí-Sanchez, Luis. / Use of Simulation in a Service Desk of an Oilfield Services Company. En: Communications in Computer and Information Science. 2017 ; Vol. 657. pp. 153 - 164 .
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Use of Simulation in a Service Desk of an Oilfield Services Company. / Franco Franco, Carlos Alberto; Mendez Giraldo, Germán Andrés ; Carabalí-Sanchez, Luis.

En: Communications in Computer and Information Science, Vol. 657, 03.11.2017, p. 153 - 164 .

Resultado de la investigación: Contribución a RevistaArtículo

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