izvorni znanstveni rad
This research examines a model of information system and information management within technical support organization in contact center in overload situations. Overload occurs when a new product or service is launched on the market. In that case there is an increasing pressure on technical support employees and infrastructure. As a consequence, standard solutions cannot provide necessary quality service. Because of that, a new model is proposed. Information management is provided through information system modification by establishing an intermediate information point. Our goal was to reduce overload in contact center, with focus on AHT. A new model has accomplished given goal. Positive results were obtained with a tendency of growth and numerous other benefits were achieved.
intermediate information point ; contact center overload ; information system ; business intelligence ; information management ; AHT
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