Applying Tropos Methodology in Knowledge Management problem in Call Centers

In recent years, call centers have gained popularity as cost-effective avenues for selling and servicing customers and the primary way of nteracting with them. By applying knowledge management solution, we can meet call centers' challenges and gain benejts of reduced training costs, improved call handling and greater flexibility. This paper describes a solution to agent mediated knowledge management system in call centers using Tropos methodology. We use structure-in- 5 for Architectural design which specifies that our KM system is an aggregate of five sub-structures. The methodology leads in dejning six different classes of agents.

کلیدواژه ها:

Call Center ، Tropos ، Methodology ، Knowledge Management ، Multi-agent System