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).
[PDF]
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.