Contact center: information systems design

  • Authors:

  • Rui Rijo;João Varajão;Ramiro Gonçalves

  • Affiliations:

  • Research Center for Informatics and Communications, Polytechnic Institute of Leiria, Leiria, Portugal 2411-901 and Institute for Systems and Computers Engineering at Coimbra, Coimbra, Portugal 300 ...;Universidade de Trás-os-Montes e Alto Douro, Vila Real, Portugal 5001-801 and Centro Algoritmi, Universidade de Trás-os-Montes e Alto Douro, Vila Real, Portugal 5001-801;Universidade de Trás-os-Montes e Alto Douro, Vila Real, Portugal 5001-801 and GECAD, Knowledge Engineering and Decision Support Research Center, Porto, Portugal 4200-072

  • Venue:
  • Journal of Intelligent Manufacturing
  • Year:
  • 2012

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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 theory-building 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.