Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres

Adel Al-Taitoon; Carsten Sørensen

doi:10.1109/hicss.2004.1265086

Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres

Adel Al-Taitoon^*, Carsten Sørensen

^*Corresponding author af dette arbejde

London School of Economics and Political Science

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

Abstract

The aim of this paper is to address the role of ICT-support call centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.

Originalsprog	Engelsk
Titel	Proceedings of the 37th Hawaii International Conference on System Sciences, 2004
Redaktører	Ralph H. Sprague, Jr.
Antal sider	10
Udgivelsessted	Los Alamitos, CA
Forlag	IEEE
Publikationsdato	2004
Sider	375-384
ISBN (Trykt)	0769520561
DOI	https://doi.org/10.1109/hicss.2004.1265086
Status	Udgivet - 2004
Udgivet eksternt	Ja
Begivenhed	The 37th Hawaii International Conference on System Sciences. HICSS 2004 - Big Island, Hawaii, USA Varighed: 5 jan. 2004 → 8 jan. 2004 Konferencens nummer: 37

Konference

Konference	The 37th Hawaii International Conference on System Sciences. HICSS 2004
Nummer	37
Land/Område	USA
By	Big Island, Hawaii
Periode	05/01/2004 → 08/01/2004
Sponsor	Institute of Electrical and Electronics Engineers

Navn	Proceedings of the Hawaii International Conference on System Sciences
ISSN	1060-3425

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10.1109/hicss.2004.1265086

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Citationsformater

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title = "Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres",

abstract = "The aim of this paper is to address the role of ICT-support call-centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.",

author = "Adel Al-Taitoon and Carsten S{\o}rensen",

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editor = "{Sprague, Jr.}, {Ralph H.}",

booktitle = "Proceedings of the 37th Hawaii International Conference on System Sciences, 2004",

address = "United States",

note = "Hawaii International Conference on System Sciences 2004 ; Conference date: 05-01-2004 Through 08-01-2004",

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Al-Taitoon, A & Sørensen, C 2004, Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres. i RH Sprague, Jr. (red.), Proceedings of the 37th Hawaii International Conference on System Sciences, 2004. IEEE, Los Alamitos, CA, Proceedings of the Hawaii International Conference on System Sciences, s. 375-384, The 37th Hawaii International Conference on System Sciences. HICSS 2004, Big Island, Hawaii, USA, 05/01/2004. https://doi.org/10.1109/hicss.2004.1265086

Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres. / Al-Taitoon, Adel; Sørensen, Carsten.
Proceedings of the 37th Hawaii International Conference on System Sciences, 2004. red. / Ralph H. Sprague, Jr. Los Alamitos, CA: IEEE, 2004. s. 375-384 (Proceedings of the Hawaii International Conference on System Sciences).

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

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AU - Sørensen, Carsten

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N2 - The aim of this paper is to address the role of ICT-support call-centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.

AB - The aim of this paper is to address the role of ICT-support call-centres in supporting mobile professionals. In global organisations, mobile professionals require constant and continuous access to information services. In modern global banking firms, ICTs are intensively utilised for electronic transactional processing and in supporting banking professionals in accomplishing their global tasks across geographical locations and time zones. The use of ICTs by global mobile bankers is crucial to access real-time information, anytime and anywhere. In their remote mobility, banking professionals may experience technology failure or difficulties in accessing information services. This inability of the banking mobile professionals in utilising ICTs could have serious consequences in terms of risk on the bank operations and profit. The ICT-support call-centres play major roles in supporting the mobile user. This paper discusses how a global help desk unit accomplishes this role in a global banking organisation. This is achieved through analysis of the call tickets from the global helpdesk tracking system.

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Al-Taitoon A, Sørensen C. Supporting Mobile Professionals in Global Banking: The Role of Global ICT-support Call-centres. I Sprague, Jr. RH, red., Proceedings of the 37th Hawaii International Conference on System Sciences, 2004. Los Alamitos, CA: IEEE. 2004. s. 375-384. (Proceedings of the Hawaii International Conference on System Sciences). doi: 10.1109/hicss.2004.1265086