Information Systems Projects In Contact Centers

Abstract

Over the past decade, Contact Centers have experienced exceptional growth. In UK and USA Contact Centers employ about three percent of the working population. Contact Center’s projects are complex because occur in a multidisciplinary area with multiple actors and constraints. Information systems play a decisive role in these projects. However, several studies indicate a low success level of information and communications technology projects leading to research opportunities for their improvement. In their previous research the authors have identified a framework with the key factors to be considered in these projects. Due to the highly dynamic reality of the Contact Centers, the framework must evolve in order to maintain its usefulness for project managers and other center professionals. Focus groups are interactive discussion groups used for generating knowledge and hypotheses, exploring opinions, attitudes and attributes. In this way, the study presented in this chapter aims to verify, expand and actualize the existent framework, using a focus group with professionals in the area.