Technology choice at CallCentre

Brooke, Carole and Ramage, Magnus (2001). Technology choice at CallCentre. Electronic Journal of Information Systems Evaluation, 5(1)

URL: http://www.ejise.com/volume-5/volume5-issue1/issue...

Abstract

This paper presents the latest empirical material from an EPSRC-funded project called Software as a Business Asset. The project has been looking at legacy systems and evaluating their potential for change. The methods adopted are based on scenario generation and follow an iterative process where both organisational and technological issues are examined in turn and then brought together to test out the impacts of each against the other. The project has sought to develop a tool that mimics organisational change as far as possible and that avoids technological determinism.

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