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Title:
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ON USING SNA TECHNIQUES FOR ENHANCING PERFORMANCES OF ON-LINE HELP DESKS |
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Author(s):
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Rushed Kanawati |
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ISBN:
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978-972-8924-66-9 |
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Editors:
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Piet Kommers, Pedro Isaías and Nian-Shing Chen |
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Year:
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2008 |
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Edition:
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Single |
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Keywords:
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Social network analysis, help desks, Customer relation center |
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Type:
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Short Paper |
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First Page:
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286 |
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Last Page:
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290 |
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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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This paper provides a state of art survey of works using social network analysis (SNA) techniques for improving
performances of an on-line help desk. The processing of a client request Qc can be achieved following oe ofg the
following scenarios: 1) sending Qc to the help desk. 2) sending QC to other clients that may have an appropriate answer.,
and 3) Navigating in FAQ pages in order to find an answer to Qc. The analysis of the above mentioned scenarios allow to
identify three different groups where social network structures can be mined: clients, help desk agents, including both
front-end agents and experts, and finally, the group of clients queries. This paper provides an analysis of possible
contributions of each type of identified social networks for enhancing client requests answering. |
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