Business Process Management in Service-Oriented Companies

This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, the authors adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software they analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.

Provided by: Rochester Group Topic: Big Data Date Added: Oct 2010 Format: PDF

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