Alignment of contact center workforce management implementation with research and ITIL version 3

Alignment of contact center workforce management implementation with research and ITIL version 3

The purpose of this research is to theoretically validate three contact center workforce management processes models against both the previous research and the ITIL framework version 3. The three models are about processes themselves, processes implementation, and processes and tools implementation...

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Bibliographic Details
Main Author: Oikkonen, Soile
Other Authors: Faculty of Information Technology, Informaatioteknologian tiedekunta, Tietojenkäsittelytieteiden laitos, Department of Computer Science and Information Systems, University of Jyväskylä, Jyväskylän yliopisto
Format: Master's thesis
Language:eng
Published: 2010
Subjects:
ITIL
workforce management
processes
architecture
strategic planning
service desk
Information Systems Science
Tietojärjestelmätiede
601
henkilöstöhallinto
prosessit
yhteyskeskukset
Online Access: https://jyx.jyu.fi/handle/123456789/24897

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