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International Conference on Knowledge-Based and Intelligent Information and Engineering Systems

KES 2011: Knowlege-Based and Intelligent Information and Engineering Systems pp 657–666Cite as

Knowledge Management Challenges in Collaborative Design of a Virtual Call Centre

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Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 6882))

Abstract

This paper presents an analysis of knowledge management issues for a user interface consulting project relevant during the development of a Virtual Call Centre. The experiences gathered by a team of designers and a team of usability consultants have been described and evaluated from the knowledge management viewpoint. A concept of a knowledge-based system, potentially supporting usability consulting in subsequent IT projects has been presented, as well as constraints for its possible use in real settings.

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References

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Author information

Authors and Affiliations

  1. Faculty of Management and Economics, Gdańsk Technical University, ul. Narutowicza 11/12, 80-233, Gdańsk, Poland

    Marcin Sikorski, Igor Garnik & Bohdan Ludwiszewski

  2. FreecoNet Tlenofon S.A. GPNT, ul. Trzy Lipy 3, 80-172, Gdańsk, Poland

    Jan Wyrwiński

Authors
  1. Marcin Sikorski
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  2. Igor Garnik
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  3. Bohdan Ludwiszewski
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  4. Jan Wyrwiński
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Editor information

Editors and Affiliations

  1. Institute of Integrated Sensor Systems, University of Kaiserslautern, Erwin-Schroedinger-str. 12, 67663, Kaiserslautern, Germany

    Andreas König

  2. Knowledge-Based Systems Group, Department of Computer Science, University of Kaiserslautern, P.O. Box 3049, 67653, Kaiserslautern, Germany

    Andreas Dengel

  3. School of Business, University of Applied Sciences Northwestern Switzerland, Riggenbachstr. 16, 4600, Olten, Switzerland

    Knut Hinkelmann

  4. Graduate School of Engineering, Osaka Prefecture University, 1-1 Gakuen-cho, 599-8531, Sakai,, Osaka, Japan

    Koichi Kise

  5. KES International, P.O. Box 2115, BN43 9AF, Shoreham-by-sea, UK

    Robert J. Howlett

  6. University of South Australia, Adelaide, 5095, Mawson Lakes, SA, Australia

    Lakhmi C. Jain

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© 2011 Springer-Verlag Berlin Heidelberg

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Cite this paper

Sikorski, M., Garnik, I., Ludwiszewski, B., Wyrwiński, J. (2011). Knowledge Management Challenges in Collaborative Design of a Virtual Call Centre. In: König, A., Dengel, A., Hinkelmann, K., Kise, K., Howlett, R.J., Jain, L.C. (eds) Knowlege-Based and Intelligent Information and Engineering Systems. KES 2011. Lecture Notes in Computer Science(), vol 6882. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-23863-5_67

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  • DOI: https://doi.org/10.1007/978-3-642-23863-5_67

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-23862-8

  • Online ISBN: 978-3-642-23863-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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