Abstract
Given the current nature of electronic fraud prevention, there is a demand for high-quality and prompt customer service. These organizations must design well thought out strategies for improving customer service, especially with regard to reducing attention times, as any delays can lead to a higher level of fraud losses. With this in mind, organizations must develop a Shift- allocation proposal based on multiple criteria. The criteria must be validated through simulation techniques that permit optimizing two performance metrics: waiting times and costs.
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Acknowledgments
We would like to thank SOC Director Fernando Cuervo and Vice President of Operations Julian Arguelles for their help with sharing their information management processes at Easy Solutions, without which this project would not have been possible.
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Méndez-Giraldo, G.A., Rodriguez-Garzón, N.D., Aranda-Rivera, P.C. (2016). A Simulation Model to Improve Customer Service in an Information Security Company. In: Figueroa-García, J., López-Santana, E., Ferro-Escobar, R. (eds) Applied Computer Sciences in Engineering. WEA 2016. Communications in Computer and Information Science, vol 657. Springer, Cham. https://doi.org/10.1007/978-3-319-50880-1_16
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DOI: https://doi.org/10.1007/978-3-319-50880-1_16
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