BLOGIT: MULTIMEDIA CHRONICLING FOR IMPROVED CAPTURE, SHARING, AND RETRIEVAL OF SOLUTIONS IN CONTACT CENTER APPLICATIONS

摘要

Current tools for contact centers provide simple mechanisms for manually logging a technical problem, and recording the route of the problem, from agent to agent, until a solution is identified and then recorded in a "problem ticket." These tools fall far short of accurately capturing the intricacies of technical problems, or providing the details of solution procedures to the right people at the right time. We present a multimedia chronicling system called blogIT that enhances the richness of capture of problem resolution activities, provides the ability to share and socially annotate experiences and solutions, and enables automatic retrieval of relevant solutions in response to a user's desktop activities.