Customer Support System Research Articles

Optimal staffing policies for customer support system with uncertain demand

'Customer support' includes all value-added product services after the product sale, such as installation, maintenance and repairs, etc. A high-level of uncertainty and fluctuations accompanies the demand for customer support services. Hence, the system needs optimal field-staffing decisions with the least risk. The problem becomes all the more challenging under restricted working hour conditions. Daily working hour duration embedded with 'decision epochs' partly mitigates demand uncertainty. This research work uses this framework and assesses the volatile demand with a probability distribution. Further, this research develops a decision model using the Markov Decision Process (MDP) in a Dynamic Programmin (DP) framework to optimise the field-staffing decisions considering demand fluctuations and risk. Results of the numerical analysis show that more decision epochs reduces cost. Also, the neutral risk policies become optimal with the increase in the number of decision epochs.

Sarbanes-Oxley, Basel II, And Data MiningOpportunities In Compliance Systems

New legislative and industry governance directives have sparked development of systems to tackle Information Lifecycle Management, and related compliance automation for regulations including Sarbanes-Oxley, Basel II and ISO 15489 records management. Many of these systems use a “store now, sort later” philosophy, whereas others capture related information in the context of business processes. Unusual avenues emerge from these systems for data mining and knowledge discovery in the hybrid database of structured and unstructured information that form the supporting compliance systems. This paper will explore the data mining possibilities inherent in compliance systems using classification systems not designed with such mining opportunities in mind. Examples include identifying customers likely to be early adopters of new software based on product and customer support systems; and opportunities for knowledge discovery and mapping, and identifying subject matter experts within taxonomies designed to support financial business functions.

€500,000 web-based customer support system drives service costs and response times down

€500,000 web-based customer support system drives service costs and response times down

Web Artists

Essay| February 01 2004 Web Artists: Need to Understand Web Usability Henry Guild Henry Guild Henry Guild earned a Doctorate in Computer Information Systems from Nova Southeastern University; his dissertation showed how a Web-based customer support system was an example of knowledge management. Additionally, Henry obtained a Masters degree in Fine Arts/Photography from Hunter College. Also, Henry works for the New York City Police Department as a photographer. Search for other works by this author on: This Site PubMed Google Scholar Afterimage (2004) 31 (4): 17–18. https://doi.org/10.1525/aft.2004.31.4.17 Views Icon Views Article contents Figures & tables Video Audio Supplementary Data Peer Review Share Icon Share Twitter LinkedIn Tools Icon Tools Get Permissions Cite Icon Cite Search Site Citation Henry Guild; Web Artists: Need to Understand Web Usability. Afterimage 1 February 2004; 31 (4): 17–18. doi: https://doi.org/10.1525/aft.2004.31.4.17 Download citation file: Ris (Zotero) Reference Manager EasyBib Bookends Mendeley Papers EndNote RefWorks BibTex toolbar search Search Dropdown Menu toolbar search search input Search input auto suggest filter your search All ContentAfterimage Search This content is only available via PDF. © 2004 by The Regents of the University of California2004 Article PDF first page preview Close Modal You do not currently have access to this content.

이용자중심의 인터넷 컨텐츠 서비스에 관한 연구

This study explores a user as a customer and analyzed a customer centered contents service based on the customer value and customer satisfaction. This study showed that revisit of the site and content purchase are strongly affected by contents quality, service, and cost. Especially, the ratio of satisfaction of the complaint-response time and customer support system in comparison to the quality and cost factors was low. Therefore, library and information center need to improve the contents service in terms of customer relation.

Quality and effectiveness in Web-based customer support systems

The quality of a Web-based customer support system involves the information it supplies, the service it provides, and characteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of a study of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered.

The design of an interactive online help desk in the Alexandria Digital Library

In large software systems such as digital libraries, electronic commerce applications, and customer support systems, the user interface and system are often complex and difficult to navigate. It is necessary to provide users with interactive online support to help users learn how to effectively use these applications. Such online help facilities can include providing tutorials and animated demonstrations, synchronized activities between users and system supporting staff for real time instruction and guidance, multimedia communication with support staff such as chat, voice, and shared whiteboards, and tools for quick identification of user problems. In this paper, we investigate how such interactive online help support can be developed and provided in the context of a working system, the Alexandria Digital Library (ADL) for geospatially-referenced data. We developed an online help system, AlexHelp!. AlexHelp! supports collaborative sessions between the user and the librarian (support staff) that include activities such as map browsing and region selection, recorded demonstration sessions for the user, primitive tools for analyzing user sessions, and channels for voice and text based communications. The design of AlexHelp! is based on user activity logs, and the system is a light-weight software component that can be easily integrated into the ADL user interface client. A prototype of AlexHelp! is developed and integrated into the ADL client; both the ADL client and AlexHelp! are written in Java.

Security considerations in the delivery of Web‐based applications: a case study

The study outlines a number of security requirements that are typical of a host of Web‐based applications using a case study of a real life online Web‐based customer support system. It subsequently proposes a security solution that employs a combination of Web server security measures and cryptographic techniques. The Web server security measures include the formulation and implementation of a policy for server physical security, configuration control, users’ access control and regular Web server log checks. Login passwords, in conjunction with public key cryptographic techniques and random nonces, are used to achieve user authentication, provide a safeguard against replay attacks, and prevent non‐repudiatory usage of system by users. These techniques, together with the use of session keys, will allow data integrity and confidentiality of the customer support system to be enforced. Furthermore, a number of security guidelines have been observed in the implementation of the relevant software to ensure further safety of the system.