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Publicação
Contact center: information systems design
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Orientador(es)
Resumo(s)
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 theorybuilding 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.
Descrição
Palavras-chave
Information systems Design specifications Contact center Customer relationship management
Contexto Educativo
Citação
Rijo, R., Varajão, J. & Gonçalves, R. Contact center: information systems design. J Intell Manuf 23, 497–515 (2012). https://doi.org/10.1007/s10845-010-0389-0
Editora
Springer Science and Business Media LLC