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]

[Cigref report] 5G: Preparations and opportunities – 5G’s influence on architectures

The English version of the Cigref report "5G : Anticipation et opportunités - Influence de la 5G sur les architectures" is now available. This report is the result of the reflections of its working group "Influence of 5G on architectures", led by Thierry Borgel,...

[Cigref report] Understanding quantum computing to prepare for the unexpected

Just a few years ago, quantum computing was a utopian dream. Today, however, it is beginning to take root in people's minds. It promises to replace the law of Gordon Moore, a cofounder of Intel who predicted that computing capacity would double every year...up to the...

[Cigref report] IT/OT convergence: A fruitful integration of information systems and operational systems

Convergence IT/OT - Corporations are undertaking wide-ranging projects to seize the growing opportunities data processing offers to optimise and add value to their businesses. It is in this context that the Cigref "IT-OT Convergence" working group led by Gilles...

Gaia-X : lancement de l’initiative franco-allemande en faveur de l’émergence d’un marché européen du cloud de confiance

Le Cigref se félicite du lancement de la fondation Gaia-X et du puissant soutien que lui accordent les gouvernements français et allemands. La fondation Gaia-X se dote aujourd’hui d’une structure de gouvernance permettant d’assurer les objectifs définis dans le position paper du 18 février 2020. Les 22 membres fondateurs sont représentatifs des différentes parties prenantes du marché du cloud : académique, associatifs, fournisseurs et utilisateurs de solutions ou services numériques.