Contact center: information systems design

Rijo, Rui; Varajão, João; Gonçalves, Ramiro

http://hdl.handle.net/10400.8/14790

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Authors

Rijo, Rui

Varajão, João

Gonçalves, Ramiro

Abstract(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.

Keywords

Information systems Design specifications Contact center Customer relationship management

URI

http://hdl.handle.net/10400.8/14790

Citation

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