How a call center remembers its performances?

16 mars 2006 | Cigref in english

This exploratory research forms part of a larger research investigation conducted with the CIGREF, which aims to analyse the contribution of the use of Information and Communication Technologies (ICT) to company’s performance.

This paper does not claim to bring final answers to this question. Before that, one can ask: how performances are represented in the organisation? How they are combined, transformed and propagated in it? And, what is the place of ICT in this process?

These questions stress the cognitive system of the organisation: the way the information is represented in it, combined, transformed and propagated. In this paper, I will focus my analysis on the information’s performance, and will examine the role and the place of ICT in the performance representation and propagation into the organisation.

Download the document [pdf, 35 ko]

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