Contact center: information systems design

Rijo, Rui; Varajão, João; Gonçalves, Ramiro

doi:10.1007/s10845-010-0389-0

Cited by 14 publications

(14 citation statements)

References 28 publications

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“…According to Ref. , contact center information systems (CCIS) designs are complex, involving a diverse set of actors and interests. In Ref.…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

“…In Ref. , a framework for the CCIS design, along with a step‐by‐step design process, is introduced. The goal is to provide scientifically based design principles to support the solution of numerous nondeterministic problems faced regularly by contact centers.…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

“…Despite contributing with a solid conceptual foundation for the development of a contact center system design, a contact center system architecture is not elaborated in Ref. .…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

“…However, while this design covers several aspects of the framework in Ref. , it does not consider features of systems thinking approaches to promote a clear representation of the relational characteristics of the system. For instance, the architecture design introduced in Ref.…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

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A systems perspective on contact centers and customer service reliability modeling

Andrade

Moazeni

Ramírez-Márquez

2019

Systems Engineering

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Contact centers play a critical role in service businesses by acting as the interface between customers and organizations. They are strategic tools to establish a relationship with customers to promote customer satisfaction, which can lead to an increase in customer loyalty and sales. One important factor impacting customer satisfaction is service reliability, which should be constantly monitored to enhance customer satisfaction. This paper uses a systems thinking approach to investigate contact centers from a systems perspective. We aim to provide a holistic view of the customer support process to help decision makers infer transformations in the system. We present an architecture of the contact center operations management system incorporating concepts of systems engineering, and describe its components and functions. The systems perspective to contact center processes facilitates developing a customer service reliability model. Since the reliability metric takes into account the fundamentals of the contact center processes and key input data, the modeling approach can dynamically adapt to changes in the contact center processes and data. The developed system architecture and reliability metric are general and adaptable to be expanded to other domains. An empirical analysis using data from a major insurance company is provided to illustrate the applicability of the system design, reliability, and performance control using a control chart.

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“…According to Ref. , contact center information systems (CCIS) designs are complex, involving a diverse set of actors and interests. In Ref.…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

“…Despite contributing with a solid conceptual foundation for the development of a contact center system design, a contact center system architecture is not elaborated in Ref. .…”

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

Section: Contact Centers From a Systems Perspectivementioning

confidence: 99%

See 2 more Smart Citations

A systems perspective on contact centers and customer service reliability modeling

Andrade

Moazeni

Ramírez-Márquez

2019

Systems Engineering

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“…É usualmente consensual reconhecer a influência direta dos STI no desempenho e posicionamento das organizações face à concorrência (Pereira, Martins, Gonçalves, & Santos, 2014;Rijo, Varajão, & Gonçalves, 2012). Devido ao forte crescimento, na última década, o Grupo Sousacamp tem vindo a alinhar o seu SI com a estratégia do negócio e modelo de governação.…”

Section: O Processo De Adoção De Tecnologiaunclassified

Das Tecnologias e Sistemas de Informação à Proposta Tecnológica de um Sistema de Informação Para a Agroindústria: O Grupo Sousacamp

Branco

Martins

2016

RISTI

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Resumo: O setor agroindustrial tem crescido, a nível mundial, a um ritmo muito considerável ao longo dos últimos anos. Exemplo deste crescimento é o setor de produção de cogumelo, cuja especificidade do processo produtivo obriga a que os recursos empregues sejam otimizados e controlados ao mais ínfimo detalhe. Em virtude de a literatura não apresentar uma solução transversal para o setor de atividade referido, propusemo-nos a desenhar uma proposta tecnológica de um sistema de informação para o setor da produção de cogumelo. A proposta apresentada, composta por 13 blocos funcionais interligados, foi o resultado de uma análise crítica dos requisitos técnicos e funcionais do Grupo Sousacamp -um exemplo de organização pertencente ao setor de produção de cogumelo -à luz das teorias de adoção de tecnologias ao nível das organizações.Palavras-chave: STI; Agroindústria; Agroalimentar; Adoção de Tecnologia. From Information Systems and Technologies to a Technological Proposal for an Agri-Food Industry Information System: The Sousacamp GroupAbstract: The agri-food industry has been growing at a considerable pace over the recent years. An example of this growth is the mushroom production sector, whose specificities associated with the production process enforce a very controlled management of all the resources applied to that activity. Considering that the existing literature does not present a transverse solution to the referred activity sector, we have endured in an effort to present a technological proposal for an information system directed to the mushroom production sector. The presented proposal, composed by 13 interconnected functional blocks, is the result of a detailed analysis to the technical and functional requirements of Sousacamp Group -a leading organization from the mushroom production sector -merged with the arguments and perspectives presented by technology adoption theories.

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