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Utveckling av simuleringsspel för internutbildning inom callcenters
Linköping University, Department of Science and Technology. Linköping University, The Institute of Technology.
Linköping University, Department of Science and Technology. Linköping University, The Institute of Technology.
2005 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesisAlternative title
Design of a simulation game for internal education in call centers (English)
Abstract [sv]

Examensarbetet utfördes på uppdrag av Qsurvey och syftar till att utveckla ett simuleringsspel som kan användas vid internutbildning inom callcenterbranschen. I arbetet har specifika problem och frågeställningar för callcenterindustri studerats. I utvecklingsarbetet med simuleringsspelet har hänsyn tagits till callcenterbranschens karaktär, både vad gäller resurser och statistik har inspiration hämtats från verkliga callcenters. Huvudsyftet med programmet är att belysa callcenterbranschens karaktär och visa på vilken typ av frågeställningar en callcentermanager vanligen ställs inför.

Arbetet resulterade i en testad mjukvara. Användaren av spelet har till sitt förfogande information och funktionalitet liknande det som en callcenter- manager besitter.

Abstract [en]

This master thesis was commissioned by Qsurvey and the purpose was to develope a simulation game to be used as an in-service training tool for the call center industry. Problems specific to call centers have been studied and documented. Care has been taken to real call centers both regarding the recourses and statistics implemented in the game. The main purpose with the software is to shed some light on the characteristics of the call center business and show typical problems for a call center manager.

The work resulted in a tested software product in which the user is suppose to have information and functionality equivalent to what a real call center manager has.

Place, publisher, year, edition, pages
2005. , 54 p.
National Category
Engineering and Technology
URN: urn:nbn:se:liu:diva-97881ISRN: LITH-ITN-KTS-EX--05/034--SEOAI: diva2:650991
Subject / course
Report in Communication and Transport Engineering
Available from: 2013-09-24 Created: 2013-09-23 Last updated: 2013-09-24Bibliographically approved

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