Towards an agile service system for a global call center
In this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.
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