Towards an Agile Service System for a Global Call Center

Zusammenfassung
In this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.
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  • BibTeX
Cheng, I., Krishna, V., Boyette, N. & Bethea, J., (2007). Towards an Agile Service System for a Global Call Center. In: Abramowicz, W. & Maciaszek, L. (Hrsg.), Business process and services computing – 1st international working conference on business process and services computing – BPSC 2007. Bonn: Gesellschaft für Informatik e. V.. (S. 125-137).
@inproceedings{mci/Cheng2007,
author = {Cheng, Isaac AND Krishna, Vikas AND Boyette, Neil AND Bethea, Joel},
title = {Towards an Agile Service System for a Global Call Center},
booktitle = {Business process and services computing – 1st international working conference on business process and services computing – BPSC 2007},
year = {2007},
editor = {Abramowicz, Witold AND Maciaszek, Leszek} ,
pages = { 125-137 },
publisher = {Gesellschaft für Informatik e. V.},
address = {Bonn}
}
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Mehr Information

ISBN: 978-3-88579-210-9
ISSN: 1617-5468
Datum: 2007
Sprache: en (en)
Typ: Text/Conference Paper
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