Managing a support centre for application in e-commerce using workflow technology

Pao Yue-kong Library Electronic Theses Database

Managing a support centre for application in e-commerce using workflow technology

 

Author: Lee, Yuen-keung
Title: Managing a support centre for application in e-commerce using workflow technology
Degree: M.Sc.
Year: 2001
Subject: Towngas Limited
Electronic commerce
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Computing
Pages: 92 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1599611
URI: http://theses.lib.polyu.edu.hk/handle/200/205
Abstract: Towngas Limited supplies Towngas to all people of Hong Kong. The Customer Service Hotline (CSH) directly interacts with customers for arranging appliance installation, maintenance, etc. CSH staffs also need to handle iCare (E-Commerce) customer problem. The current IT Help Desk system is only used for recording the case submitted by internal staff through phone calls. There is no integration between CSH call centre system and IT helpdesk. The workload of technical support staff is not balanced. Assignment of helpdesk call is done manually. Furthermore, the response time and completion time of helpdesk call is not satisfactory. E-Commerce enables much faster business transaction and communication. A high quality support centre is essential for the success of E-Commerce. Most research on support centre or helpdesk discuss about case-based reasoning. Many existing commercial helpdesk systems provide escalation function (routing of call assignment) but neither of them provides intelligent escalation. Workflow can be described as the flow of information and control in a business process. Some helpdesk systems use workflow technology to automate email notification by pre-defined set of rules. The rule-based workflow may not be able to handle dynamic changing environment. The call assignment should consider factors such as the number of outstanding calls and support staff availability. Intelligent workflow is used to automate the escalation procedure by means of a set of adaptable and dynamic action. ISO provides a good reference point for establishing the requirement of a support centre with good service quality. After the support centre is developed, it saves considerable time for Towngas Customer Service Officer and help desk staff to assign relevant support staff. Automatic escalation can enforce support staff to response and solve problem promptly. To conclude, a framework for support centre integrated with "IT Service Help" and E-Commerce application is developed. The intelligent software agent, task distribution agent, can be applied to other support centres, and the methodology of workflow can be extended to other systems. Additional functions are provided for applications in E-Commerce. E-Customers can directly submit their questions and comments through the web browsers instead of through emails. The helpdesk call must be created automatically based on the submitted content.

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