Measuring workflow knowledge base effectiveness for an in-house banking customer service call center
Part of : Αρχείον οικονομικής ιστορίας ; Vol.XXII, No.2, 2010, pages 77-90
Issue:
Pages:
77-90
Author:
Abstract:
The measurement of the effects of information technology initiatives on organizational productivity has long been considered a difficult and complex topic, leading some prominent scholars to what has been known as the “IT productivity paradox”. This paper contributes to this topic by suggesting a concise and robust methodology for the measurement of the effects of such initiatives and by demonstrating this methodology using a particular example from the implementation of an IT-based workflow knowledge-base on the increased efficiency of a Bank’s call centre. The ultimate purpose is to demonstrate that, through consistent and thorough application of appropriate statistical and scientific frameworks, scholars and practitioners alike are able to answer to such pivotal questions with accuracy and confidence.
Subject:
Subject (LC):
Keywords:
Knowledge-Base Effectiveness, In House Banking, Customer Service
Notes:
JEL: O33, O16
