Contact center: information systems design
- 341 Downloads
The economic sector of contact centers is growing by more than 8% a year. It is a multidisciplinary area in which information systems are decisive to organizations’ success. Contact Centers’ Information Systems deal with real time requisites and critical business information. A theory-building research shows a framework with 12 key design factors to consider, which managers might use to develop projects and researchers may adopt for further investigation in the area of Contact Center design. This work intends to provide a valuable link between the research community and practitioners in industry.
KeywordsInformation systems Design specifications Contact center Customer relationship management
Unable to display preview. Download preview PDF.
- Avramidis, A. N., & L’Ecuyer, P. (2005). Modeling and simulation of call centers. In Proceedings of the 2005 Winter Simulation Conference (pp. 144–152).Google Scholar
- Cameron K., Quinn R. (1988) Organizational paradox and transformation. In: Quinn R., Cameron K. (eds) Paradox and Transformation. Ballinger, Cambridge, MA, pp 1–18Google Scholar
- Cardoso, J. (2000). Unified customer interaction TM: Gestão do Relacionamento num Ambiente Misto de Interacção Self e Assistida. Lisboa, Centro Atlântico.Google Scholar
- Cohen, H. S. (1980). Measuring and modeling user satisfaction with telephone switching and transmission performance. In 9th International Symposium on Human Factors in Telecommunications. New Jersey: Red Bank.Google Scholar
- Commerce, O. o. G: (2005) Managing successful projects with PRINCE2. TSO, LondonGoogle Scholar
- Demarco T. (1997) The deadline. Dorset House Publishing, New YorkGoogle Scholar
- Deslauriers J. P. (1991). Recherce qualitative: Guide pratique. Montréal: Chenelière Éducation/McGraw-Hill.Google Scholar
- Economist (2005). Business: Busy signals; Indian call centres. Economist, 376(8443), 60.Google Scholar
- Eisenhardt K. M. (1989) Building theories from case study research. Academy of Management Review 14(4): 532–550Google Scholar
- Evenson, A., Harker, P. T., et al. (2001). Effective call center management: Evidence from financial services. Knowledge@Wharton The Wharton School University of Pennsylvania.Google Scholar
- Ewusi-Mensah K. (2003) Software development failures. MIT Press, CambridgeGoogle Scholar
- Fortin, M.-F. (1999). O Processo de Investigação: Da concepção à realização, Lusociência—Edições Técnicas e Científicas, Lda.Google Scholar
- Gao, J., Yao, Y., Zhu, V. C. Y., Sun, L., & Lin, L. (2009). Service-oriented manufacturing: A new product pattern and manufacturing paradigm. Journal of Intelligent Manufacturing. doi: 10.1007/s10845-009-0301-y.
- Ghezzi C., Jazayeri M., Mandriolli D. (2003) Fundamentals of software engineering. Prentice-Hall, Englewood CliffsGoogle Scholar
- Gravon H. (1966) The captive wife. Routledge & Kegan Paul, LondresGoogle Scholar
- Hawkins, L., Meier, T., Nainis, W. S., & James, H. M. (2001). The evolution of the call center to customer contact center. ITSC—Information Technology Support Center. Retrieved 9 February 2008, from the World Wide Web: http://www.itsc.state.md.us/PDF/CallCenterEvolutionC4Final.pdf.
- Holman, D., Batt, R., et al. (2007). The global contact center report: International perspectives on management and employment.Google Scholar
- Institute, B. S. (2000). BS 6079-1: 2000 project management: Guide to project management: Part 1. BSI Standards.Google Scholar
- Kruchten P. (1996) A rational development process. Crosstalk 9(7): 11–16Google Scholar
- Mandelbaum A. (2004) Call centers (Centres)—Research bibliography with abstracts, version 6. Technion—Israel Institute of Technology, HaifaGoogle Scholar
- Mandelbaum A., Sakov A. (2001) Empirical analysis of a call center. Technical Report. Technion—Israel Institute of Technology, HaifaGoogle Scholar
- Miles M. B., Huberman A. M. (1994) Qualitative data analysis. Sage Publications, Thousand Oaks, CaliforniaGoogle Scholar
- Morris, P. (2001). Researching the unanswred questions of project management. In Procedings of the PMI Research Conference, Paris.Google Scholar
- Moser C. A., Kalton G. (1971) Survey methods in social investigation. Heinemann, LondresGoogle Scholar
- O’Sullivan, D., Rolstadås, A., & Filos, E. (2008). Global education in manufacturing strategy. Journal of Intelligent Manufacturing. doi: 10.1007/s10845-009-0326-2.
- Pandit, N. R. (1996). The creation of theory: A recent application of the grounded theory method. The Qualitative Report, 2(4). http://www.nova.edu/ssss/QR/QR2-4/pandit.html.
- Pfleeger S. L. (2001) Software engineering – Theory and practice. Prentice-Hall, Inc, Upper Saddle River, NJGoogle Scholar
- PMI. (2000). PMBok—A guide to the Project Management Body of Knowledge, Standards Comittee of The Project Management Institute (PMI).Google Scholar
- Pressman R. (2000) Software engineering—A practitioner’s approach. McGraw-Hill, New YorkGoogle Scholar
- Schneidewind, N. (2009). What can software engineers learn from manufacturing to improve software process and product? Journal of Intelligent Manufacturing. doi: 10.1007/s10845-009-0322-6.
- Schwalbe K. (2002) Information technology project management. Course Tecnhology, CambridgeGoogle Scholar
- Selltiz C., Jahoda M. (1962) Research methods in social relations. Rinehart & Winston, New YorkGoogle Scholar
- Shenhar, A., Renier, J., et al. (1996). Improving PM: Linking success criteria to project type. http://www.maxwideman.com/papers/improvingpm/intro.htm. Accessed 9 February 2008.
- Standish Group. (1996). Unfinished Voyages. http://www.standishgroup.com/sample_research/unfinished_voyages_1.php. Accessed 20 July 2008.
- Standish Group. (1998). Chaos: A recipe for success. http://www.standishgroup.com/sample_research/PDFpages/chaos1998.pdf. Accessed 20 July 2008.
- Standish Group. (2001). Chaos report 2001. http://www.standishgroup.com/sample_research/chaos_2001_1.php. Accessed 20 December 2008.
- Standish Group. (2004). Projects success rate. http://www.standishgroup.com/sample_research/chaos_2001_1.php. Access- ed 20 December 2008.
- Standish Group. (2006). Projects success rate. http://www.standishgroup.com/sample_research/PDFpages/q3-spotlight.pdf. Accessed 20 December 2008.
- Strauss A., Corbin J. (1990) Basics of qualitative research: Grounded theory procedures and techniques. Sage Publications, Newbury Park, CaliforniaGoogle Scholar
- Whitt W. (2002) Stochastic models for the design and management of customer contact centers: Some research directions. Department of Industrial Engineering and Operations Research Columbia University, New YorkGoogle Scholar
- Wilson H. S. (1985) Research in nursing. Addison-Wesley, Menlo ParkGoogle Scholar