Towards an agile service system for a global call center

Lecture Notes in Informatics (LNI), Proceedings - Series of the Gesellschaft fur Informatik (GI)

Volumn , Issue , 2007, Pages 125-137

  Cheng, Isaac ^a   Krishna, Vikas ^a   Boyette, Neil ^a   Bethea, Joel ^a  

^a IBM ALMADEN RESEARCH CENTER   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

AGILE SERVICES; APPLICATION DEVELOPMENT; CALL CENTERS; GLOBAL SERVICES; PROCESS MANAGEMENT; REAL-WORLD; SERVICE ORIENTED; SERVICE SYSTEMS;

EID: 84883034417     PISSN: 16175468     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (8)

1. ABLE Rule Language, User's Guide and Reference, Version 2.3.0. ABLE Project Team, IBM T. J. Watson Research Center (2006).
2. Cheng, I., Boyette, N., Krishna, V. Towards a Low-Cost High-Quality Service Call Architecture. IEEE International Conference on Services Computing - SCC (2006) 261-264. http://doi.ieeecomputersociety.org/10.1109/SCC.2006.106
3. EMF: Eclipse Modeling Framework (2006). http://www.eclipse.org/emf/
4. Gadrey, J. & Gallouj, F. Productivity, Innovation and Knowledge in Services, New Economic and Socio-Economic Approaches. Cheltenham, UK: Edward Elgar (2002).
5. Maglio, P. P., Srinivasan, S., Kreulen, J. T., and Spohrer, J. 2006. Service Systems, Service Scientists, SSME, and Innovation. Communications of the ACM 49, 7 (Jul. 2006), 81-85. http://doi.acm.org/10.1145/1139922.1139955
6. Sampson, S.E. Understanding service businesses: Applying principles of Unified Services Theory (2nd ed.). New York: Wiley (2001).
7. Spohrer, J., Maglio, P., P., Bailey, J., Gruhl, D. Steps Toward a Science of Service Systems. Computer, Vol.40, Iss.1, (Jan. 2007). 71-77.
8. Teboul, J. Service Is Front Stage: Positioning Services for Value Advantage. Insead Business Press. Palgrave Macmillan (2006).