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OPTIMIZATION OF CALL CENTER OPERATIONS AT THE STATE SERVICES CENTER THROUGH THE APPLICATION OF MASS SERVICE THEORY METHODS

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Bibliographic Details
Title:	OPTIMIZATION OF CALL CENTER OPERATIONS AT THE STATE SERVICES CENTER THROUGH THE APPLICATION OF MASS SERVICE THEORY METHODS
Authors:	M.B. Karimova
Publisher Information:	Zenodo, 2025.
Publication Year:	2025
Subject Terms:	theory of queuing, instant scaling, TMO models, Service Level Agreement
Description:	In the context of contemporary public administration, it is critical to consider that centers for the provision of state and municipal services play a key role, providing citizens with prompt and high-quality access to various types of services. One of the key components of the infrastructure of such centers is a call center - a channel through which users receive information, make an appointment, receive consultations and solve emerging problems remotely.
Document Type:	Article
DOI:	10.5281/zenodo.15350554
DOI:	10.5281/zenodo.15350555
Rights:	CC BY
Accession Number:	edsair.doi.dedup.....5ddbb3ba119877e20570824040b0791c
Database:	OpenAIRE

Description
Abstract:	In the context of contemporary public administration, it is critical to consider that centers for the provision of state and municipal services play a key role, providing citizens with prompt and high-quality access to various types of services. One of the key components of the infrastructure of such centers is a call center - a channel through which users receive information, make an appointment, receive consultations and solve emerging problems remotely.
DOI:	10.5281/zenodo.15350554