Knowledge management challenges in collaborative design of a virtual call centre

Authors:
Marcin Sikorski;Igor Garnik;Bohdan Ludwiszewski;Jan Wyrwiński
Affiliations:
Gdańsk Technical University, Faculty of Management and Economics, Gdańsk, Poland;Gdańsk Technical University, Faculty of Management and Economics, Gdańsk, Poland;Gdańsk Technical University, Faculty of Management and Economics, Gdańsk, Poland;FreecoNet Tlenofon S.A. GPNT, Gdańsk, Poland
Venue:
KES'11 Proceedings of the 15th international conference on Knowledge-based and intelligent information and engineering systems - Volume Part II
Year:
2011

Citing 3
Cited 0

A design knowledge management system to support collaborative information product evolution

Decision Support Systems - Special issue on decision support in the new millennium
Integrating Usability Techniques into Software Development

IEEE Software
The internal consultancy model for strategic UXD relevance

CHI '07 Extended Abstracts on Human Factors in Computing Systems

Quantified Score

Hi-index	0.00

Visualization

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.