SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera.
Daniele VigoClaudio CaremiAngelo GordiniSandro BossoGiuseppe D'AleoBeatrice BeleggiaPublished in: Interfaces (2014)
Keyphrases
- service delivery
- customer service
- configuration management
- service oriented
- call center
- customer support
- service management
- telecommunications networks
- web services
- customer relationship management
- service platform
- business continuity
- information management
- electronic commerce
- workflow management
- mission critical
- reference architecture
- information systems
- optimization problems
- service providers
- optimization algorithm
- service quality
- relationship management
- customer data
- end users
- management system
- knowledge management
- content management
- information services
- mobile services
- service composition
- public services
- optimization method
- life cycle
- data management
- semantic relations
- home care
- virtual enterprise
- service discovery
- potential customers
- usage statistics
- decision making
- data mining