Development of a workforce management system for a customer hotline service.
C. K. Y. LinK. F. LaiS. L. HungPublished in: Comput. Oper. Res. (2000)
Keyphrases
- management system
- customer service
- customer satisfaction
- information systems
- information technology
- case study
- decision support system
- customer requirements
- rapid prototyping
- human resources
- electronic commerce
- software engineering
- web services
- service providers
- information services
- service oriented architecture
- service discovery
- knowledge based systems
- decision support
- customer support
- configuration management
- data mining