Towards an Agile Service System for a Global Call Center
| dc.contributor.author | Cheng, Isaac | |
| dc.contributor.author | Krishna, Vikas | |
| dc.contributor.author | Boyette, Neil | |
| dc.contributor.author | Bethea, Joel | |
| dc.contributor.editor | Abramowicz, Witold | |
| dc.contributor.editor | Maciaszek, Leszek | |
| dc.date.accessioned | 2019-05-15T08:27:17Z | |
| dc.date.available | 2019-05-15T08:27:17Z | |
| dc.date.issued | 2007 | |
| dc.description.abstract | 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. | en |
| dc.identifier.isbn | 978-3-88579-210-9 | |
| dc.identifier.pissn | 1617-5468 | |
| dc.identifier.uri | https://dl.gi.de/handle/20.500.12116/22339 | |
| dc.language.iso | en | |
| dc.publisher | Gesellschaft für Informatik e. V. | |
| dc.relation.ispartof | Business process and services computing – 1st international working conference on business process and services computing – BPSC 2007 | |
| dc.relation.ispartofseries | Lecture Notes in Informatics (LNI) - Proceedings, Volume P-116 | |
| dc.title | Towards an Agile Service System for a Global Call Center | en |
| dc.type | Text/Conference Paper | |
| gi.citation.endPage | 137 | |
| gi.citation.publisherPlace | Bonn | |
| gi.citation.startPage | 125 | |
| gi.conference.date | September 25-26, 2007 | |
| gi.conference.location | Leipzig | |
| gi.conference.sessiontitle | Regular Research Papers |
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