Publication
Contact center: information systems design
| datacite.subject.sdg | 08:Trabalho Digno e Crescimento Económico | |
| datacite.subject.sdg | 09:Indústria, Inovação e Infraestruturas | |
| datacite.subject.sdg | 10:Reduzir as Desigualdades | |
| dc.contributor.author | Rijo, Rui | |
| dc.contributor.author | Varajão, João | |
| dc.contributor.author | Gonçalves, Ramiro | |
| dc.date.accessioned | 2025-11-28T16:05:28Z | |
| dc.date.available | 2025-11-28T16:05:28Z | |
| dc.date.issued | 2010-03-10 | |
| dc.description.abstract | 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. | eng |
| dc.identifier.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 | |
| dc.identifier.doi | 10.1007/s10845-010-0389-0 | |
| dc.identifier.issn | 0956-5515 | |
| dc.identifier.issn | 1572-8145 | |
| dc.identifier.uri | http://hdl.handle.net/10400.8/14790 | |
| dc.language.iso | eng | |
| dc.peerreviewed | yes | |
| dc.publisher | Springer Science and Business Media LLC | |
| dc.relation.hasversion | https://link.springer.com/article/10.1007/s10845-010-0389-0 | |
| dc.relation.ispartof | Journal of Intelligent Manufacturing | |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | |
| dc.subject | Information systems | |
| dc.subject | Design specifications | |
| dc.subject | Contact center | |
| dc.subject | Customer relationship management | |
| dc.title | Contact center: information systems design | eng |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.endPage | 515 | |
| oaire.citation.issue | 3 | |
| oaire.citation.startPage | 497 | |
| oaire.citation.title | Journal of Intelligent Manufacturing | |
| oaire.citation.volume | 23 | |
| oaire.version | http://purl.org/coar/version/c_970fb48d4fbd8a85 | |
| person.familyName | Rijo | |
| person.givenName | Rui | |
| person.identifier.orcid | 0000-0002-9348-0474 | |
| person.identifier.scopus-author-id | 36861366200 | |
| relation.isAuthorOfPublication | e69d7599-392c-4f8f-a96a-bf0a0d15c8b1 | |
| relation.isAuthorOfPublication.latestForDiscovery | e69d7599-392c-4f8f-a96a-bf0a0d15c8b1 |