Related papers: A practice-oriented overview of call center workfo…

To improve customer experience, datacenter operators offer support for simplifying application and resource management. For example, running workloads of workflows on behalf of customers is desirable, but requires increasingly more…

The global objective of this work is to provide practical optimization methods to companies involved in inventory routing problems, taking into account this new type of data. Also, companies are sometimes not able to deal with changing…

Document management software are used widely for office paper management and related workflows. However, they have some differences from a flexibility perspective for the needs of workers. Moreover, they also differentiate in their…

Call centers are service networks in which agents provide telephone-based services. An important part of call center operations is represented by service durations. In recent statistical analysis of real data, it has been noticed that the…

Distributed control strategies applied to power distribution control problems are meant to offer robust and scalable integration of distributed energy resources. However, the term "distributed control" is often loosely applied to a variety…

For agents at a contact centre receiving calls, the most important piece of information is the reason for a given call. An agent cannot provide support on a call if they do not know why a customer is calling. In this paper we describe our…

Planning smooth and energy-efficient motions for wheeled mobile robots is a central task for applications ranging from autonomous driving to service and intralogistic robotics. Over the past decades, a wide variety of motion planners, steer…

Modeling of work systems occurs for all sorts of reasons. Requirements need to be expressed. A pre-existing situation may need to be charted and analyzed. Early design decisions may be captured using architecture principles. Detailed design…

Workforce transformations are difficult to forecast and costly to mismanage. In particular, the integration of artificial intelligence into knowledge work currently affects a substantial share of the global workforce, yet this transition…

Although recent works try to improve collective communication in grid systems by separating intra and inter-cluster communication, the optimisation of communications focus only on inter-cluster communications. We believe, instead, that the…

System safety refers to a diverse engineering discipline assessing and improving various aspects of safety in socio-technical systems and their software-intensive sub-systems. While system safety has been a vital area of applied research…

As processes around hybrid work, spatially distant collaborations, and work-life boundaries grow increasingly complex, managing workers' schedules for synchronous meetings has become a critical aspect of building successful global teams.…

Improving datacenter operations is vital for the digital society. We posit that doing so requires our community to shift, from operational aspects taken in isolation to holistic analysis of datacenter resources, energy, and workloads. In…

A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems…

This paper presents a practical approach to digital pulse processing, emphasizing simplicity and efficiency. We advocate for a balanced software design, flat data structures, the use of the ROOT C++ interpreter, and a combination of…

The use of statistical software in academia and enterprises has been evolving over the last years. More often than not, students, professors, workers, and users, in general, have all had, at some point, exposure to statistical software.…

We describe the software requirements and development methodology developed for the NLC control system. Given the longevity of that project, and the likely geographical distribution of the collaborating engineers, the planned requirements…

The allocation of tasks can be seen as a success-critical management activity in distributed development projects. However, such task allocation is still one of the major challenges in global software development due to an insufficient…

In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using…

There has been significant interest in crowdsourcing and human computation. One subclass of human computation applications are those directed at tasks that involve planning (e.g. travel planning) and scheduling (e.g. conference scheduling).…