Unterstützung von Interaktionsarbeit im Call-Center. Neue Fragen für die arbeitsorientierte Softwareentwicklung (Software Support for Interaction Work in Call Centers. New Questions for Work Oriented Software Development).
Susanne MaaßFlorian TheißingMargita ZallmannPublished in: i-com (2002)
Keyphrases
- call center
- software development
- service level
- software developers
- customer support
- software systems
- arrival rate
- asymptotically optimal
- software architecture
- service quality
- knowledge management
- software engineering
- software projects
- customer service
- case study
- queueing model
- queue length
- heavy traffic
- service systems
- development lifecycle
- service times
- artificial intelligence
- lead time
- user interface