Paulo José de Freitas Filho

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Call Centers are important channels of communication within the consumer relationship and a point of integration between suppliers and their customers. Correctly sizing the capacity of a given Call Center can bring benefits not only in terms of improved customer service (efficacy), but also in terms of reduced operating costs (efficiency). However,(More)
—In the past ten years, the software aging phenomenon has been systematically researched, and recognized by both academic, and industry communities as an important obstacle to achieving dependable software systems. One of its main effects is the depletion of operating system resources, causing system performance degradation or crash/hang failures in running(More)
Several studies have been conducted in order to understand the 'software aging' phenomenon. This paper presents the results of an experimental research work, which evaluated the software aging effects on a Web server as well as the performance of a rejuvenation agent. Its main contribution is the identification and analytical validation of the factors that(More)
This paper intends to show how two different methodologies, a Monte Carlo simulation method and a connectionist approach can be used to estimate the total time assessment in drilling and completion operations of oil wells in deep waters. The former approach performs a Monte Carlo simulation based on data from field operations. In the later one, correlations(More)
In the last few years, the call center industry has considerably grown especially the outbound call center area, such as telemarketing. The productivity of the call centers has significantly increased, but they still require improvements especially because of the need to adapt their operations in some countries, like the UK and the USA, in which the silent(More)
The call center industry has expanded greatly over recent years and it is constantly striving to increase business efficiency and customer service effectiveness. Incoming call volume forecasting algorithms are used in inbound call centers to predict the demand for services and, as a result, to plan resource allocation. However, a number of phenomena can(More)
This article describes a dynamic-fuzzy simulation model and proposes an extension to it. The model represents a person's physiological capacity throughout life and simulates the occurrence of risk events from birth until death, including a representation of the process of recovering health after it has been impacted by a risk event. The expanded model(More)
This paper presents the study and expansion of a dynamic simulation model for aging and death (Hargrove 1998), which contemplates the representation of physiological capacity and the generation of events of risk in the life of an individual. The study identified the most influential parameters in the results of the simulations and a health impact and(More)