Applying mas-commonkads methodology in knowledge management problem in call centers

Proceedings of the IASTED International Conference on Software Engineering, SE 2007

Volumn , Issue , 2007, Pages 99-104

  Peyravi, Farzad ^a   Taghyareh, Fattaneh ^a  

^a UNIVERSITY OF TEHRAN   (Iran)

Author keywords

Call center; Knowledge management; MAS CommonKADS; Multi agent system

Indexed keywords

COST EFFECTIVENESS; KNOWLEDGE BASED SYSTEMS; KNOWLEDGE MANAGEMENT; MANAGEMENT; MANAGEMENT INFORMATION SYSTEMS; MULTI AGENT SYSTEMS; SOFTWARE ENGINEERING; SPONTANEOUS EMISSION;

CALL CENTER; CALL CENTERS; CALL HANDLINGS; CHANGING ENVIRONMENTS; COMMONKADS; KNOWLEDGE MANAGEMENT APPLICATIONS; KNOWLEDGE MANAGEMENT SYSTEMS; MAS-COMMONKADS; MULTI AGENTS; MULTI-AGENT SYSTEM; TRAINING COSTS;

ADMINISTRATIVE DATA PROCESSING;

EID: 56149120000     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (14)

1. Henderson-Sellers, B. and Giorgini, P. Agent-Oriented Methodologies. Idea Group Publishing, US, 2005.
2. Iglesias, C., Garijo, M., Centeno-Gonzalez, J., and Velasco J. R. Analysis and Design of Multiagent Systems using MAS-CommonKADS. Agent Theories, Architectures, and Languages. Lecture Notes in Artifical Intellegence. Vol. 1365, Springer-Verlag. 1998, 313-326.
3. Call Center's Role in CIM, Cincom Encompass, white paper, available at www.Cicnom.com
4. Robertson, J. Knowledge management for call centers
5. Rubenstein-Montano, B., Leibowitz, J., Buchwalter. J., McCaw, D., Newman, B. and Rebeck, K. SMARTVISION: a knowledge-management methodology. The Journal of Knowledge Management 5.4 (2001): 300-310
6. Arenas, E. A., Barrera-Sanabaria, G. Applying the MAS-CommonKADS Methodology to the Flights Reservation Problem: Integrating Coordination and Expertise, In proceedings of The 5th Joint Conference on Knowledge-Based Software Engineering, Maribor - Slovenia, September 11 - 13, 2002.
7. Bergeron, B. Essential of Knowledge Management. John Wiley & Sons, 2003.
8. Gandhi, S. Knowledge Management and Reference Services, , The Journal of Academic Librarianship, vol 3, no 5, 368-381
9. Harel, D. and Thiagarajan, P.S. Message Sequence Charts, in UML for Real: Design of Embedded Realtime Systems (L. Lavagno, G. Martin and B. Selic, eds.), Kluwer Academic Publishers
10. Rudolph, E., Grabowski, J. and Graubmann, P. Tutorial on Message Sequence Chart (MSC'96).
11. Regnell, B., Andersson, M. and Bergstrand, J. A Hierarchical Use Case Model with Graphical Representation. In Proceedings of ECBS'96, IEEE International Symposiumand Workshop on Engineering of Computer-Based Systems, 1996
12. Arenas, E. A., Barrera-Sanabaria, G. Modelling Intelligent Agents for Organisational Memories. In proceeding of 7th International Conference on Knowledge-Based Intelligent Information and Engineering Systems (KES 2003), Oxford, UK, 03-05 Sep 2003.
13. Robertson, j., Knowledge management for front-line staff, 2003, available at http://www.steptwo.com.au/papers/kmc_callcentre [14] Elst, L. V., Dignum, V., and Abcker, A. Towards Agent-Mediated Knowledge Management. In Proceedings of International Symposium AMKM 2003, Stanford, CA, USA, Mar, 2003.
14. Nanoka, I. The Knowledge Creation Company, Harward Business Review, Vol. 69, 1991.