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

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

Resultado de la investigación: Capítulo en Libro/Reporte/ConferenciaContribución a la conferencia

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
Título de la publicación alojadaApplied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers
EditoresJuan Carlos Figueroa-García, Eduyn Ramiro López-Santana, Roberto Ferro-Escobar
EditorialSpringer
Páginas153-164
Número de páginas12
ISBN (versión impresa)9783319508795
DOI
EstadoPublicada - 2016
Evento3rd Workshop on Engineering Applications, WEA 2016 - Bogota, Colombia
Duración: sep 21 2016sep 23 2016

Serie de la publicación

NombreCommunications in Computer and Information Science
Volumen657
ISSN (versión impresa)1865-0929

Conferencia

Conferencia3rd Workshop on Engineering Applications, WEA 2016
PaísColombia
CiudadBogota
Período9/21/169/23/16

All Science Journal Classification (ASJC) codes

  • Informática (todo)
  • Matemáticas (todo)

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