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Contact center: information systems design

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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.

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Authors and Affiliations

  1. Research Center for Informatics and Communications, Polytechnic Institute of Leiria, Apt. 4163, 2411-901, Leiria, Portugal

    Rui Rijo

  2. Institute for Systems and Computers Engineering at Coimbra, Rua Antero de Quental, No. 199, 3000-033, Coimbra, Portugal

    Rui Rijo

  3. Universidade de Trás-os-Montes e Alto Douro, Apt. 1013, 5001-801, Vila Real, Portugal

    João Varajão & Ramiro Gonçalves

  4. Centro Algoritmi, Universidade de Trás-os-Montes e Alto Douro, Apt. 1013, 5001-801, Vila Real, Portugal

    João Varajão

  5. GECAD, Knowledge Engineering and Decision Support Research Center, Rua Dr. António Bernardino de Almeida, 431, 4200-072, Porto, Portugal

    Ramiro Gonçalves

Authors
  1. Rui Rijo
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  2. João Varajão
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  3. Ramiro Gonçalves
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Correspondence to Rui Rijo.

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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

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  • DOI: https://doi.org/10.1007/s10845-010-0389-0

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