Workforce management in omnichannel service centers with heterogeneous channel response urgencies.
Noyan IlkMichael J. BruscoPaulo B. GóesPublished in: Decis. Support Syst. (2018)
Keyphrases
- management system
- loosely coupled
- information systems
- service platform
- configuration management
- service delivery
- service management
- service provisioning
- information technology
- service oriented
- grid environment
- distributed computing systems
- service providers
- information management
- enterprise systems
- multi domain
- service discovery
- service quality
- web services
- decision support
- multi channel
- management policies
- project management
- virtual organisations
- mission critical
- human resources
- information services
- knowledge management
- decision making
- reference architecture
- resource management
- data management