Alignment of contact center workforce management implementation with research and ITIL version 3

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dc.contributor.author Oikkonen, Soile
dc.date.accessioned 2010-08-25T06:53:14Z
dc.date.available 2010-08-25T06:53:14Z
dc.date.issued 2010
dc.identifier.uri http://urn.fi/URN:NBN:fi:jyu-201008252489 en
dc.identifier.uri http://hdl.handle.net/123456789/24897
dc.description.abstract The purpose of this research is to theoretically validate three contact center workforce management processes models against both the previous research and the ITIL framework version 3. The three models are about processes themselves, processes implementation, and processes and tools implementation together. The research has been conducted in a constructive way. First, the three models that have been used in real-life are described, the relevant ITIL and workforce management research are summarized, and the ITIL framework service lifecycle is explained on the level it is needed. Then, the models are first compared against the ITIL framework and then against the summarized research. The most important finding is that the three contact center workforce management processes models do follow ITIL guidelines. Also, the processes model is the most comprehensive contact center workforce management model available. Furthermore, although the research itself was not on focus, there were relative few pieces of research available about either ITIL version 3 or the contact center workforce management processes. In conclusion, the three contact center workforce management processes models can also be used in environments where ITIL has been implemented. Also, there needs to be more research done around the models presented here. Furthermore, there needs to be more research done on ITIL version 3 and on ITIL integrations. Finally, contact center workforce management field is also scarcely academically researched.
dc.format.extent 106
dc.language.iso eng
dc.rights This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited. en
dc.rights Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty. fi
dc.subject.other ITIL
dc.subject.other workforce management
dc.subject.other processes
dc.subject.other architecture
dc.subject.other strategic planning
dc.subject.other service desk
dc.title Alignment of contact center workforce management implementation with research and ITIL version 3
dc.type Book en
dc.identifier.urn URN:NBN:fi:jyu-201008252489
dc.subject.ysa henkilöstöhallinto
dc.subject.ysa prosessit
dc.subject.ysa yhteyskeskukset
dc.type.dcmitype Text en
dc.type.ontasot Pro gradu fi
dc.type.ontasot Master's thesis en
dc.contributor.tiedekunta Informaatioteknologian tiedekunta fi
dc.contributor.tiedekunta Faculty of Information Technology en
dc.contributor.laitos Tietojenkäsittelytieteiden laitos fi
dc.contributor.laitos Department of Computer Science and Information Systems en
dc.contributor.yliopisto University of Jyväskylä en
dc.contributor.yliopisto Jyväskylän yliopisto fi
dc.contributor.oppiaine tietojärjestelmätiede fi

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