An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
Monique H. Jansen-Vullers, Mariska Netjes, Hajo A....
As call centersbecomemorepervasive,the customersseek individualized service and greater attention. The call centers are becoming the contact centers - a one-stop, singleinterfacef...
—In current multi-channel live P2P video systems, there are several fundamental performance problems including exceedingly-large channel switching delays, long playback lags, and...
The robustness of a system is a property that pervades all aspects of Nature. The ability of a system to adapt itself to perturbations due to internal and external agents, to agin...
In this paper, we consider a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Application...