{"id":997,"date":"2023-04-07T18:48:30","date_gmt":"2023-04-07T22:48:30","guid":{"rendered":"https:\/\/www.code-lab.org\/blog\/?p=997"},"modified":"2023-04-07T18:48:30","modified_gmt":"2023-04-07T22:48:30","slug":"published-in-ieee-open-journal-of-systems-engineering","status":"publish","type":"post","link":"https:\/\/labs.engineering.asu.edu\/code-lab\/2023\/04\/07\/published-in-ieee-open-journal-of-systems-engineering\/","title":{"rendered":"Published in IEEE Open Journal of Systems Engineering"},"content":{"rendered":"\n<p> A new open access research article authored by Rodrigo Caporali de Andrade, Paul Grogan, and Somayeh Moazeni appears in <em>IEEE Open Journal of Systems Engineering <\/em>today as Early Access \/ Open Access. <\/p>\n\n\n\n<p><strong><em><a href=\"https:\/\/doi.org\/10.1109\/OJSE.2023.3265435\">Simulation Assessment of Data-Driven Channel Allocation and Contact Routing in Customer Support Systems<\/a><\/em><\/strong><\/p>\n\n\n\n<p>Data-driven operations management methods can transform company operations, respond rapidly to customer demands, and enable new business models. However, companies face the challenge of measuring and evaluating how new technology will impact operational processes. This paper takes a systems engineering approach to assess the tradeoffs of adopting data-driven mechanisms to improve operational processes in a multichannel customer support system. We investigate potential cost savings from two technology applications: classification methods to direct customers to efficient self-service communication channels and routing methods to match customers with agents based on the query type and available skill set. Discrete event simulation evaluates how new technology adoption affects system-level performance. What-if scenarios combine distinct configurations of customer classification mechanisms and available communication channels to evaluate the reduction in the total number of agents required to meet a target service quality level. Discussion includes practical examples of how operational managers could use experimental information to make strategic operational decisions when adopting data-driven technologies.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/doi.org\/10.1109\/OJSE.2023.3265435\"><img loading=\"lazy\" decoding=\"async\" width=\"668\" height=\"864\" src=\"https:\/\/labs.engineering.asu.edu\/code-lab\/wp-content\/uploads\/sites\/165\/2023\/04\/ojse.png\" alt=\"\" class=\"wp-image-998\" srcset=\"https:\/\/labs.engineering.asu.edu\/code-lab\/wp-content\/uploads\/sites\/165\/2023\/04\/ojse.png 668w, https:\/\/labs.engineering.asu.edu\/code-lab\/wp-content\/uploads\/sites\/165\/2023\/04\/ojse-232x300.png 232w\" sizes=\"auto, (max-width: 668px) 100vw, 668px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p class=\"mb-2\">A new open access research article authored by Rodrigo Caporali de Andrade, Paul Grogan, and Somayeh Moazeni appears in IEEE Open Journal of Systems Engineering today as Early Access \/ Open Access. Simulation Assessment of Data-Driven Channel Allocation and Contact Routing in Customer Support Systems Data-driven operations management methods can transform company operations, respond rapidly&#8230;<\/p>\n","protected":false},"author":289,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4,7],"tags":[],"class_list":["post-997","post","type-post","status-publish","format-standard","hentry","category-news","category-publication"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Published in IEEE Open Journal of Systems Engineering - CoDe Lab<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/labs.engineering.asu.edu\/code-lab\/2023\/04\/07\/published-in-ieee-open-journal-of-systems-engineering\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Published in IEEE Open Journal of Systems Engineering - CoDe Lab\" \/>\n<meta property=\"og:description\" content=\"A new open access research article authored by Rodrigo Caporali de Andrade, Paul Grogan, and Somayeh Moazeni appears in IEEE Open Journal of Systems Engineering today as Early Access \/ Open Access. Simulation Assessment of Data-Driven Channel Allocation and Contact Routing in Customer Support Systems Data-driven operations management methods can transform company operations, respond rapidly...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/labs.engineering.asu.edu\/code-lab\/2023\/04\/07\/published-in-ieee-open-journal-of-systems-engineering\/\" \/>\n<meta property=\"og:site_name\" content=\"CoDe Lab\" \/>\n<meta property=\"article:published_time\" content=\"2023-04-07T22:48:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.code-lab.org\/blog\/wp-content\/uploads\/2023\/04\/ojse.png\" \/>\n<meta name=\"author\" content=\"Paul Grogan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paul Grogan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/\"},\"author\":{\"name\":\"Paul Grogan\",\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/#\\\/schema\\\/person\\\/86af95d6ff4554b9afb1a787d5675536\"},\"headline\":\"Published in IEEE Open Journal of Systems Engineering\",\"datePublished\":\"2023-04-07T22:48:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/\"},\"wordCount\":210,\"publisher\":{\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/wp-content\\\/uploads\\\/sites\\\/165\\\/2023\\\/04\\\/ojse.png\",\"articleSection\":[\"News\",\"Publication\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/\",\"url\":\"https:\\\/\\\/labs.engineering.asu.edu\\\/code-lab\\\/2023\\\/04\\\/07\\\/published-in-ieee-open-journal-of-systems-engineering\\\/\",\"name\":\"Published in IEEE Open Journal of Systems Engineering - 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