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S. Maaß, F. Theißing, M. Zallmann

Software Support for Interaction Work in Call Centers. New Questions for Work Oriented Software Development

Call center service, customer relationship management and e-business are new formulae for customer orientation and the integration of customer contact into business processes. Here, work practice is shaped by interactions between workers and customers: It is interaction work. Does the new software segment fulfill the specific requirements of interaction work? Studies of call center work demonstrate that today´s systems, and even dedicated software for internet cooperation are far from adequate. Current job- and software analysis and design practices must be reconsidered. Adequate technical support for service work can only be developed in cooperation with workers and customers.

i-com, Oldenbourg Wissenschaftsverlag

Print ISSN: 1618-162X
Volume: 01, 03/2002
Pages: 004

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