Open Access. Powered by Scholars. Published by Universities.®
Management Information Systems Commons™
Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Management Information Systems
Technology Assimilation Across The Value Chain: An Empirical Study Of Small And Medium-Sized Enterprises, Pratyush Bharati, Abhijit Chaudhury
Technology Assimilation Across The Value Chain: An Empirical Study Of Small And Medium-Sized Enterprises, Pratyush Bharati, Abhijit Chaudhury
Management Science and Information Systems Faculty Publication Series
No abstract provided.
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Management Science and Information Systems Faculty Publication Series
This paper proposes an operational business intelligence system to help achieve operational excellence in insurance call centers. We apply a decision tree based solution to collected data using a sliding window approach. Our solution provides two distinct advantages to call center managers. First, the decision trees allow managers to recognize key factors and the role they play in determining service levels. Second, our sliding window approach allows managers to see the effects on service levels of resource reallocation. Collected data from a large U.S. insurance company is analyzed. Initial results provide good insight into factors affecting this firm’s call center …