52 search results - page 1 / 11 » A Redesign Framework for Call Centers |
BPM
2006
Springer
13 years 8 months ago
2006
Springer
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
KDD
1997
ACM
13 years 8 months ago
1997
ACM
As call centersbecomemorepervasive,the customersseek individualized service and greater attention. The call centers are becoming the contact centers - a one-stop, singleinterfacef...
INFOCOM
2009
IEEE
13 years 11 months ago
2009
IEEE
—In current multi-channel live P2P video systems, there are several fundamental performance problems including exceedingly-large channel switching delays, long playback lags, and...
CCE
2011
12 years 11 months ago
2011
The robustness of a system is a property that pervades all aspects of Nature. The ability of a system to adapt itself to perturbations due to internal and external agents, to agin...
WWW
2007
ACM
14 years 5 months ago
2007
ACM
In this paper, we consider a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Application...