• ISSN: 2010-023X
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing: Engineering & Technology Digital Library, ProQuest, Crossref, Electronic Journals Library , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2014 Vol.5(1): 52-59 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2014.V5.340

Adoption of New Information Economics for Informational System Development in Modern Day Call Center

Settapong Malisuwan, Navneet Madan, Wassana Kaewphanuekrungsi, and Napaporn Petchinda
Abstract—Business organizations should adopt New Information Economics Model together with System Development Life Cycle as a guideline to improve and manage information systems. Modern day call centers are increasingly complex, and have to ensure they are specialized in variety of areas of the business in order to resolve modern day knowledgeable customer complaints. Therefore, few organizations today have successfully managed Call Center to ensure customer satisfaction is reached. The aim of this research is to recommend Call Centers to adopt New Information Economics Model (NIE) to facilitate their organization’s Call Center departments. This research adopts Qualitative method using interviews and surveys to solicit expert opinion in a company in Thailand. The analysis in this research identifies key issues in Call Center implementation with regards to planning stage and adequate employee training which has a significant relationship to rapidly technological changes that influences Call Center information system. This research aims to provide recommendations in future development of Call Center management models for business organization and proposes a framework for future study for Call Center management especially in planning up to implementation stage.

Index Terms—Call center implementation, New Information Economics (NIE), System Development Life Cycle (SDLC), and Thailand.

Navneet Madan is with the National Broadcasting and Telecommunications Commission, Thailand (e-mail: navneet.nbtc@gmail.com).

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Cite:Settapong Malisuwan, Navneet Madan, Wassana Kaewphanuekrungsi, and Napaporn Petchinda, "Adoption of New Information Economics for Informational System Development in Modern Day Call Center," International Journal of Trade, Economics and Finance vol.5, no.1, pp. 52-59, 2014.

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