Traditional call centers have become one of the primary means for providing customer support. Customer Service Representatives (CSRs) offer personalized attention to each customer via the telephone as the CSR interfaces with technology and customers to resolve customers' requests. Because call centers are expensive, labor intensive, and produce latency… (More)
Computational algorithmic thinking (CAT) is the ability to design, implement, and assess the implementation of algorithms to solve a range of problems. It involves identifying and understanding a problem, articulating an algorithm or set of algorithms in the form of a solution to the problem, implementing that solution in such a way that it solves the… (More)
We present initial findings of on-going work, which examine pre- and post-natal services available to women in rural Laare, Kenya as well as cell phone appropriation by service providers and consumers as initial steps in service design for access.
This paper explores the impact of enterprise-wide processes and technologies on group relations and exchanges. We examine the use of Customer Relationship Management (CRM) tools in sales pipeline management. Through an ethnographic study of globally-distributed sales teams we show that the way enterprise-wide tools are integrated into daily practices… (More)
SUMMARY Recent statistics indicate that 4.6% of Bachelor of Science degrees in Computer Science, Computer Engineering and Information in 2011 were awarded to African American college students compared to 64.8% of Bachelor of Science degrees which were awarded to Caucasian students or 15.3% to Asian students enrolled in U.S. institutions . Because of the… (More)
This note reports on preliminary findings from a study of consultants' information-seeking practices in a global IT services company. We conducted semi-structured interviews with consultants in addition to observing their interactions with a knowledge repository in the course of everyday problem-solving events. Initial analyses suggest that consultants… (More)
In today's global economy, countries are finding that the service sector is leading the way in growth compared to other sectors such as agriculture and manufacturing. This movement led to the creation of Services Sciences. This new field is a multidisciplinary field that seeks to bring together knowledge from diverse areas to improve the service industry's… (More)