Flexible Services and Manufacturing Journal, Год журнала: 2022, Номер 35(2), С. 572 - 598
Опубликована: Янв. 31, 2022
Язык: Английский
SSRN Electronic Journal, Год журнала: 2021, Номер unknown
Опубликована: Янв. 1, 2021
In customer support contact centers, a successful service interaction involves messaging dialogue between and an agent. Both parties depend on one another for information problem solving, this defines co-produced process. paper, we propose, develop, compare new stochastic models co-production in center. A key observation is that the agent's has cross- self-exciting dynamics within each conversation. The cross-excitation stems from two responding to another, self-excitation captures party sending follow-ups their own prior message. Hence, messages beget messages, capture phenomenon by introducing Hawkes point process of conversational services. These distinguish role agent, reflect process's dynamic evolution over time based its history, include additional behavioral operational aspects, including number simultaneous assignments measures amount sentiment message contains.To evaluate our models, apply them industry center dataset containing nearly 5 million messages. We show better represent than do classic Poisson phase-type models. Indeed, find interactions are characterized strong agent-customer dependency centrality attributes. Finally, use proposed improve upon routing algorithms used centers. how activity-based predicted easily computed can outperform well-known widely concurrency-based rules substantially reduce waiting time, demonstrating these history-dependent decision making practice.
Язык: Английский
Процитировано
16
SSRN Electronic Journal, Год журнала: 2024, Номер unknown
Опубликована: Янв. 1, 2024
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Язык: Английский
Процитировано
0
SSRN Electronic Journal, Год журнала: 2024, Номер unknown
Опубликована: Янв. 1, 2024
This paper explores agent multitasking over time in customer service environments, particularly within livechat settings. Multitasking, a ubiquitous occurrence various professional sectors, is typically assumed to have constant effect conditional on the level. We go beyond this conventional approach by examining temporal dynamics of and their effects performance. Through collaboration with third-party contact center, we analyze interactions across different retail brands, focusing both multibranding, where agents manage tasks for multiple brands simultaneously. Our findings reveal that handling chats simultaneously increases average chat duration, diminishing marginal as number concurrent grows. explore implications these insights proposing "pile-on" heuristic, which assigns new already engaged multitasking, rather than evenly distributing agents. method can lead reduction duration increased idle time. study contributes operations management literature illustrating dynamic nature challenging traditional perceptions suggesting intensity play crucial roles shaping operational efficiency, show how work assignment strategies influence outcomes.
Язык: Английский
Процитировано
0
Flexible Services and Manufacturing Journal, Год журнала: 2022, Номер 35(2), С. 572 - 598
Опубликована: Янв. 31, 2022
Язык: Английский
Процитировано
0