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Title:
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INTELLIGENT AGENT CONCEPTS FOR OUTSOURCING DECISION-MAKING IN CUSTOMER SERVICE OPERATIONS |
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Author(s):
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Bernadette Sharp , Anthony Atkins , Luke Ho , Hemal Kothari , Dan Paul |
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ISBN:
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972-8924-02-X |
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Editors:
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Pedro Isaías and Miguel Baptista Nunes |
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Year:
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2005 |
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Edition:
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2 |
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Keywords:
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Intelligent agents, outsourcing, strategic framework, decision making. |
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Type:
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Short Paper |
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First Page:
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215 |
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Last Page:
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221 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Outsourcing decisions tend to focus solely on the short-term benefits of operational cost reduction and service level improvement, and hence often lack strategic direction, thus indicating the need for strategic management frameworks in the decision process. The paper describes the application of Holistic Approach {Business, Information, Organisational} (HABIO) framework for such decision-making in accessing the strategic and operational benefit of outsourcing seasonal call centre operations for a large UK retailer company. This paper describes a conceptual model of the application of intelligent agents to provide automatic what-if scenario for evaluating tender documents for a large commercial operations in the United Kingdom |
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