Abstract

The Contact Center industry in the Dominican Republic has experienced a considerable and fast growth in the last years. The main focus of this industry has been offering services to companies located outside the country. One notorious problem is the lack of written documentation in regards to general requirements needed to set up a Contact Center in the territory. The objective of this research is the presentation of a set of proposed standards and best practices for requirements of Technological Infrastructure for Contact Centers located in the Dominican Republic. These standards and best practices have been developed considering the needs identified within a Contact Center domain model, which was developed for this project. Other factors that were taken into consideration are the technological requirements for the operations of the Contact Center, the reasons why clients outsource their services and the technological challenges faced by Dominican Contact Centers that influence operations from a technological point of view.

Library of Congress Subject Headings

Information technology--Management--Dominican Republic; Call centers--Dominican Republic--Management; Offshore outsourcing--Dominican Republic--Management

Publication Date

2010

Document Type

Thesis

Student Type

Graduate

Degree Name

Networking and System Administration (MS)

Department, Program, or Center

Computer Science (GCCIS)

Advisor

Border, Charles

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works in December 2013.

Campus

RIT – Main Campus

Plan Codes

COMPSEC-MS

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