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

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.