Journal of Intelligent Manufacturing

, Volume 23, Issue 3, pp 497–515

Contact center: information systems design



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.


Information systems Design specifications Contact center Customer relationship management 


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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  • Rui Rijo
    • 1
    • 2
  • João Varajão
    • 3
    • 4
  • Ramiro Gonçalves
    • 3
    • 5
  1. 1.Research Center for Informatics and CommunicationsPolytechnic Institute of LeiriaLeiriaPortugal
  2. 2.Institute for Systems and Computers Engineering at CoimbraCoimbraPortugal
  3. 3.Universidade de Trás-os-Montes e Alto DouroVila RealPortugal
  4. 4.Centro AlgoritmiUniversidade de Trás-os-Montes e Alto DouroVila RealPortugal
  5. 5.GECAD, Knowledge Engineering and Decision Support Research CenterPortoPortugal

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