Knowledge Management Challenges in Collaborative Design of a Virtual Call Centre

  • Marcin Sikorski
  • Igor Garnik
  • Bohdan Ludwiszewski
  • Jan Wyrwiński
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6882)

Abstract

This paper presents an analysis of knowledge management issues for a user interface consulting project relevant during the development of a Virtual Call Centre. The experiences gathered by a team of designers and a team of usability consultants have been described and evaluated from the knowledge management viewpoint. A concept of a knowledge-based system, potentially supporting usability consulting in subsequent IT projects has been presented, as well as constraints for its possible use in real settings.

Keywords

knowledge management in IT projects usability consulting user interface design 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Marcin Sikorski
    • 1
  • Igor Garnik
    • 1
  • Bohdan Ludwiszewski
    • 1
  • Jan Wyrwiński
    • 2
  1. 1.Faculty of Management and EconomicsGdańsk Technical UniversityGdańskPoland
  2. 2.FreecoNet Tlenofon S.A. GPNTGdańskPoland

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