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International Journal of Innovation and Applied Studies
ISSN: 2028-9324     CODEN: IJIABO     OCLC Number: 828807274     ZDB-ID: 2703985-7
 
 
Monday 10 December 2018

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Information system model for decision making in a contact center


[ Modelo de sistema de información para la toma de decisiones de un contact center ]

Volume 24, Issue 3, October 2018, Pages 859–866

 Information system model for decision making in a contact center

Franklin Espinoza Chancay1 and César Espin Riofrio2

1 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
2 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador

Original language: Spanish

Received 25 May 2018

Copyright © 2018 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract


Information today is a strategic resource of great value to companies and organizations, by analyzing it you can make the right decisions in time to impact business development. Management information systems for decision making are today a very important business priority. In this paper, a management system model was analyzed to ensure that the information and strategic business objectives of a Contact Center are correctly aligned, integrating all available information sources so that they interact with each other and serve as support in making important decisions. Several statistical and technological tools were used, gathering information on the processes that currently exist in the area, on those operational and information management systems, evaluating their indicators based always on the management perspective and using research instruments such as interviews, surveys, analysis and observation, obtaining as a result a system as a management model. Needs, sources and resources were identified to establish an information management framework to be used as a tool for business planning and strategy. As future work, the use of these and other new business strategies is proposed hand in hand with new information systems and technologies that can provide the necessary support and services to improve business operations and management.

Author Keywords: Management Information Systems, Contact Center, Business Model.


How to Cite this Article


Franklin Espinoza Chancay and César Espin Riofrio, “Information system model for decision making in a contact center,” International Journal of Innovation and Applied Studies, vol. 24, no. 3, pp. 859–866, October 2018.