Competing in the Business Process Outsourcing Industry: A Call Center Case Study.
Yiching LiouMinder ChenPublished in: PACIS (2010)
Keyphrases
- business process
- call center
- case study
- business processes
- service level
- arrival rate
- process improvement
- competitive market
- service quality
- process mining
- customer service
- business rules
- service oriented architecture
- ws bpel
- workflow model
- customer relationship management
- database
- process model
- development process
- business process models
- knowledge management
- real time
- workflow technology
- business process management
- web services
- software development
- user interface
- real world
- queue length
- decision making
- business process modeling
- artificial intelligence
- semantic web
- design process