Naslov
Information management in contact center by establishing and using intermediate information point

Autori
Domović, Roman ; Duk, Sanja

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Pre-conference proceedings of the Special Focus Symposium on 9th ICEKS: Information, Communication, and Economic Sciences in the Knowledge Society / Šimović, Vladimir ; Zovko, Vatroslav ; Lasker, George E. - Zagreb, 2010, 15-20

ISBN
978-953-7210-27-4

Skup
International Conference on System Research, Informatics and Cybernetics (InterSymp-2010) (22 ; 2010)

Mjesto i datum
Baden-Baden, Njemačka, 02.08.2010. - 06.08.2010

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
intermediate information point ; contact center overload ; information system ; business intelligence ; information management ; AHT

Sažetak
This research examines a model of information system and information management within technical support organization in contact center in overload situations. Overload occurs when a new product or service is launched on the market. In that case there is an increasing pressure on technical support employees and infrastructure. As a consequence, standard solutions cannot provide necessary quality service. Because of that, a new model is proposed. Information management is provided through information system modification by establishing an intermediate information point. Our goal was to reduce overload in contact center, with focus on AHT. A new model has accomplished given goal. Positive results were obtained with a tendency of growth and numerous other benefits were achieved.

Izvorni jezik
Engleski

Znanstvena područja
Računarstvo, Informacijske i komunikacijske znanosti

POVEZANOST RADA