A Process Reengineering Framework for Automating Contact Center Operations Using Lean and Agile Principles

References

[1] Adelusi, B.S., Uzoka, A.C., Hassan, Y.G. & Ojika, F.U., 2020. Leveraging Transformer-Based Large Language Models for Parametric Estimation of Cost and Schedule in Agile Software Development Projects. IRE Journals, 4(4), pp.267-273. DOI: 10.36713/epra1010

[2] Adenuga, T., Ayobami, A.T. & Okolo, F.C., 2019. Laying the Groundwork for Predictive Workforce Planning Through Strategic Data Analytics and Talent Modeling. IRE Journals, 3(3), pp.159–161. ISSN: 2456-8880.

[3] Adenuga, T., Ayobami, A.T. & Okolo, F.C., 2020. AI-Driven Workforce Forecasting for Peak Planning and Disruption Resilience in Global Logistics and Supply Networks. International Journal of Multidisciplinary Research and Growth Evaluation, 2(2), pp.71–87. Available at: https://doi.org/10.54660/.IJMRGE.2020.1.2.71-87.

[4] Adewoyin, M.A., Ogunnowo, E.O., Fiemotongha, J.E., Igunma, T.O. & Adeleke, A.K., 2020. A Conceptual Framework for Dynamic Mechanical Analysis in High-Performance Material Selection. IRE Journals, 4(5), pp.137–144.

[5] Adewoyin, M.A., Ogunnowo, E.O., Fiemotongha, J.E., Igunma, T.O. & Adeleke, A.K., 2020. Advances in Thermofluid Simulation for Heat Transfer Optimization in Compact Mechanical Devices. IRE Journals, 4(6), pp.116–124.

[6] Adewuyi, A., Oladuji, T.J., Ajuwon, A. & Nwangele, C.R. (2020), A Conceptual Framework for Financial Inclusion in Emerging Economies: Leveraging AI to Expand Access to Credit, IRE Journals, 4(1), pp. 222–236. ISSN: 2456-8880.

[7] Ajonbadi, H.A., Lawal, A.A., Badmus, D.A. and Otokiti, B.O., 2014. Financial Control and Organisational Performance of the Nigerian Small and Medium Enterprises (SMEs): A Catalyst for Economic Growth. American Journal of Business, Economics and Management. 2 (2), 135, 143.

[8] Ajonbadi, H.A., Otokiti, B.O. and Adebayo, P., 2016. The efficacy of planning on organisational performance in the Nigeria SMEs. European Journal of Business and Management, 24(3), pp.25-47.

[9] AjonbadiAdeniyi, H., AboabaMojeed-Sanni, B. and Otokiti, B.O., 2015. Sustaining Competitive Advantage in Medium-sized Enterprises (MEs) through Employee Social Interaction and Helping Behaviours. Journal of Small Business and Entrepreneurship, 3(2), pp.1-16.

[10] Ajuwon, A., Onifade, O., Oladuji, T.J. & Akintobi, A.O. (2020), Blockchain-Based Models for Credit and Loan System Automation in Financial Institutions, IRE Journals, 3(10), pp. 364–381. ISSN: 2456-8880.

[11] Akinbola, O.A. and Otoki, B.O., 2012. Effects of lease options as a source of finance on profitability performance of small and medium enterprises (SMEs) in Lagos State, Nigeria. International Journal of Economic Development Research and Investment Vol. 3 No3, Dec 2012.

[12] Akinbola, O.A., Otokiti, B.O., Akinbola, O.S. and Sanni, S.A., 2020. Nexus of Born Global Entrepreneurship Firms and Economic Development in Nigeria. Ekonomicko-manazerske spektrum, 14(1), pp.52-64.

[13] Akinrinoye, O.V., Kufile, O.T., Otokiti, B.O., Ejike, O.G., Umezurike, S.A. & Onifade, A.Y., 2020. Customer Segmentation Strategies in Emerging Markets: A Review of Tools, Models, and Applications. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 6(1), pp.194-217. DOI: 10.32628/IJSRCSEIT

[14] Akpe, O.E., Mgbame, A.C., Ogbuefi, E., Abayomi, A.A. & Adeyelu, O.O., 2020. Barriers and Enablers of BI Tool Implementation in Underserved SME Communities. IRE Journals, 3(7), pp.211-220. DOI: 10.6084/m9.figshare.26914420.

[15] Akpe, O.E., Mgbame, A.C., Ogbuefi, E., Abayomi, A.A. & Adeyelu, O.O., 2020. Bridging the Business Intelligence Gap in Small Enterprises: A Conceptual Framework for Scalable Adoption. IRE Journals, 4(2), pp.159-168. DOI: 10.6084/m9.figshare.26914438.

[16] Ali, F. and Hussain, N., 2017. Collaborative Commons in Tech: Enhancing Cross-Functional Development with Cloud Solutions.

[17] Attaran, M. and Deb, P., 2018. Machine learning: the new'big thing'for competitive advantage. International Journal of Knowledge Engineering and Data Mining, 5(4), pp.277-305.

[18] Bhasin, S., Dhami, S. and SB, S., 2018. Business Process Reengineering–The Role of Human Resource Function: A Comprehensive Review of Literature. International Journal of Business Management & Research, 8(2), pp.1-17.

[19] Bilal, M., Oyedele, L.O., Qadir, J., Munir, K., Ajayi, S.O., Akinade, O.O., Owolabi, H.A., Alaka, H.A. and Pasha, M., 2016. Big Data in the construction industry: A review of present status, opportunities, and future trends. Advanced engineering informatics, 30(3), pp.500-521.

[20] Boroş, S., Van Gorp, L., Cardoen, B. and Boute, R., 2017. Breaking silos: a field experiment on relational conflict management in cross-functional teams. Group Decision and Negotiation, 26, pp.327-356.

[21] Brinker, S., 2016. Hacking marketing: Agile practices to make marketing smarter, faster, and more innovative. John Wiley & Sons.

[22] Clark, D., 2016. Quality improvement in basic histotechnology: the lean approach. Virchows Archiv, 468, pp.5-17.

[23] Corbett, J. and Mellouli, S., 2017. Winning the SDG battle in cities: how an integrated information ecosystem can contribute to the achievement of the 2030 sustainable development goals. Information Systems Journal, 27(4), pp.427-461.

[24] Datta, P.P., 2017. Enhancing competitive advantage by constructing supply chains to achieve superior performance. Production Planning & Control, 28(1), pp.57-74.

[25] Demchenko, Y., Turkmen, F., De Laat, C., Blanchet, C. and Loomis, C., 2016, July. Cloud based big data infrastructure: Architectural components and automated provisioning. In 2016 International Conference on High Performance Computing & Simulation (HPCS) (pp. 628-636). IEEE.

[26] Doherty, E., Carcary, M., Conway, G. and Crowley, C., 2017, September. Customer experience management (CXM) Development of a conceptual model for the digital organization. In ECISM 2017 11th European Conference on Information Systems Management (p. 103). Academic Conferences and publishing limited.

[27] FAGBORE, O.O., OGEAWUCHI, J.C., ILORI, O., ISIBOR, N.J., ODETUNDE, A. and ADEKUNLE, B.I., 2020. Developing a Conceptual Framework for Financial Data Validation in Private Equity Fund Operations.

[28] Garza-Reyes, J.A., Villarreal, B., Kumar, V. and Molina Ruiz, P., 2016. Lean and green in the transport and logistics sector–a case study of simultaneous deployment. Production Planning & Control, 27(15), pp.1221-1232.

[29] Haney, E., 2016. Data Engineering in Aerospace Systems Design & Forecasting.

[30] Horlach, B., Drews, P. and Schirmer, I., 2016, March. Bimodal IT: Business-IT Alignment in the Age of Digital Transformation. In MKWI (pp. 1417-1428).

[31] Ikponmwoba, S.O., Chima, O.K., Ezeilo, O.J., Ojonugwa, B.M., Ochefu, A., & Adesuyi, M.O., 2020. A Compliance-Driven Model for Enhancing Financial Transparency in Local Government Accounting Systems. International Journal of Multidisciplinary Research and Growth Evaluation, 1(2), pp.99-108. DOI: 10.54660/.IJMRGE.2020.1.2.99-108.

[32] Ikponmwoba, S.O., Chima, O.K., Ezeilo, O.J., Ojonugwa, B.M., Ochefu, A., & Adesuyi, M.O., 2020. Conceptual Framework for Improving Bank Reconciliation Accuracy Using Intelligent Audit Controls. Journal of Frontiers in Multidisciplinary Research, 1(1), pp.57-70. DOI: 10.54660/.IJFMR.2020.1.1.57-70.

[33] Iqbal, S., Kiah, M.L.M., Dhaghighi, B., Hussain, M., Khan, S., Khan, M.K. and Choo, K.K.R., 2016. On cloud security attacks: A taxonomy and intrusion detection and prevention as a service. Journal of Network and Computer Applications, 74, pp.98-120.

[34] Ismail, M.H., Khater, M. and Zaki, M., 2017. Digital business transformation and strategy: What do we know so far. Cambridge Service Alliance, 10(1), pp.1-35.

[35] Keller, A., 2017. Challenges and directions in service management automation. Journal of Network and Systems Management, 25(4), pp.884-901.

[36] Kumar, S.M. and Belwal, M., 2017, August. Performance dashboard: Cutting-edge business intelligence and data visualization. In 2017 International Conference On Smart Technologies For Smart Nation (SmartTechCon) (pp. 1201-1207). IEEE.

[37] Lawal, A.A., Ajonbadi, H.A. and Otokiti, B.O., 2014. Leadership and organisational performance in the Nigeria small and medium enterprises (SMEs). American Journal of Business, Economics and Management, 2(5), p.121.

[38] Lawal, A.A., Ajonbadi, H.A. and Otokiti, B.O., 2014. Strategic importance of the Nigerian small and medium enterprises (SMES): Myth or reality. American Journal of Business, Economics and Management, 2(4), pp.94-104.

[39] Maechler, N., Neher, K. and Park, R., 2016. From touchpoints to journeys.

[40] Massingham, P.R., 2018. Measuring the impact of knowledge loss: a longitudinal study. Journal of Knowledge Management, 22(4), pp.721-758.

[41] Mik, E., 2016. The erosion of autonomy in online consumer transactions. Law, Innovation and Technology, 8(1), pp.1-38.

[42] Mitra, A., O'Regan, N. and Sarpong, D., 2018. Cloud resource adaptation: A resource based perspective on value creation for corporate growth. Technological Forecasting and Social Change, 130, pp.28-38.

[43] Nabelsi, V. and Gagnon, S., 2017. Information technology strategy for a patient-oriented, lean, and agile integration of hospital pharmacy and medical equipment supply chains. International Journal of Production Research, 55(14), pp.3929-3945.

[44] Oestreich, T.W., 2016. Magic quadrant for business intelligence and analytics platforms. Analyst (s), 501, p.G00275847.

[45] Ogunnowo, E.O., Adewoyin, M.A., Fiemotongha, J.E., Igunma, T.O. & Adeleke, A.K., 2020. Systematic Review of Non-Destructive Testing Methods for Predictive Failure Analysis in Mechanical Systems. IRE Journals, 4(4), pp.207–215.

[46] Omisola, J.O., Chima, P.E., Okenwa, O.K. and Tokunbo, G.I., 2020. Green Financing and Investment Trends in Sustainable LNG Projects A Comprehensive Review. Unknown Journal.

[47] Omisola, J.O., Etukudoh, E.A., Okenwa, O.K. and Tokunbo, G.I., 2020. Innovating project delivery and piping design for sustainability in the oil and gas industry: A conceptual framework. perception, 24, pp.28-35.

[48] Omisola, J.O., Etukudoh, E.A., Okenwa, O.K. and Tokunbo, G.I., 2020. Geosteering Real-Time Geosteering Optimization Using Deep Learning Algorithms Integration of Deep Reinforcement Learning in Real-time Well Trajectory Adjustment to Maximize. Unknown Journal.

[49] Omisola, J.O., Etukudoh, E.A., Okenwa, O.K. and Tokunbo, G.I., 2020. Innovating project delivery and piping design for sustainability in the oil and gas industry: A conceptual framework. perception, 24, pp.28-35.

[50] Osho, G.O., Omisola, J.O. and Shiyanbola, J.O., 2020. A Conceptual Framework for AI-Driven Predictive Optimization in Industrial Engineering: Leveraging Machine Learning for Smart Manufacturing Decisions. Unknown Journal.

[51] Osho, G.O., Omisola, J.O. and Shiyanbola, J.O., 2020. An Integrated AI-Power BI Model for Real-Time Supply Chain Visibility and Forecasting: A Data-Intelligence Approach to Operational Excellence. Unknown Journal.

[52] Otokiti, B.O. and Akinbola, O.A., 2013. Effects of Lease Options on the Organizational Growth of Small and Medium Enterprise (SME’s) in Lagos State, Nigeria. Asian Journal of Business and Management Sciences, 3(4), pp.1-12.

[53] Otokiti, B.O. and Akorede, A.F., 2018. Advancing sustainability through change and innovation: A co-evolutionary perspective. Innovation: Taking creativity to the market. Book of Readings in Honour of Professor SO Otokiti, 1(1), pp.161-167.

[54] Otokiti, B.O., 2012. Mode of Entry of Multinational Corporation and their Performance in the Nigeria Market (Doctoral dissertation, Covenant University).

[55] Otokiti, B.O., 2017. Social media and business growth of women entrepreneurs in Ilorin metropolis. International Journal of Entrepreneurship, Business and Management, 1(2), pp.50-65.

[56] Otokiti, B.O., 2018. Business regulation and control in Nigeria. Book of readings in honour of Professor SO Otokiti, 1(2), pp.201-215.

[57] Oyedele, M. et al., 2020. Leveraging Multimodal Learning: The Role of Visual and Digital Tools in Enhancing French Language Acquisition. IRE Journals, 4(1), pp.197–199. ISSN: 2456-8880. https://www.irejournals.com/paper-details/1708636

[58] Palovuori, J., 2017. Towards harmonious experiences–A service design approach to evaluating and optimizing multi-touchpoint user experience.

[59] Parenteau, J., Sallam, R.L., Howson, C., Tapadinhas, J., Schlegel, K. and Oestreich, T.W., 2016. Magic quadrant for business intelligence and analytics platforms. Recuperado de https://www. gartner. com/doc/reprints.

[60] Petrillo, A., Di Bona, G., Forcina, A. and Silvestri, A., 2018. Building excellence through the Agile Reengineering Performance Model (ARPM) A strategic business model for organizations. Business Process Management Journal, 24(1), pp.128-157.

[61] Reaves, B., Bowers, J., Scaife, N., Bates, A., Bhartiya, A., Traynor, P. and Butler, K.R., 2017. Mo (bile) money, mo (bile) problems: Analysis of branchless banking applications. ACM Transactions on Privacy and Security (TOPS), 20(3), pp.1-31.

[62] Saberi, M., Khadeer Hussain, O. and Chang, E., 2017. Past, present and future of contact centers: a literature review. Business Process Management Journal, 23(3), pp.574-597.

[63] Saha, S.K., Ghasempour, Y., Haider, M.K., Siddiqui, T., De Melo, P., Somanchi, N., Zakrajsek, L., Singh, A., Torres, O., Uvaydov, D. and Jornet, J.M., 2017, October. X60: A programmable testbed for wideband 60 GHz WLANs with phased arrays. In Proceedings of the 11th Workshop on Wireless Network Testbeds, Experimental evaluation & CHaracterization (pp. 75-82).

[64] Saunders, A. and Brynjolfsson, E., 2016. Valuing information technology related intangible assets. Mis Quarterly, 40(1), pp.83-110.

[65] SHARMA, A., ADEKUNLE, B.I., OGEAWUCHI, J.C., ABAYOMI, A.A. and ONIFADE, O., 2019. IoT-enabled Predictive Maintenance for Mechanical Systems: Innovations in Real-time Monitoring and Operational Excellence.

[66] Skadsheim, A., 2018. Management, procedures, risks and exception handling. In Operation and Maintenance of Large Infrastructure Projects (pp. 103-109). Routledge.

[67] Sobowale, A., Ikponmwoba, S.O., Chima, O.K., Ezeilo, O.J., Ojonugwa, B.M., & Adesuyi, M.O., 2020. A Conceptual Framework for Integrating SOX-Compliant Financial Systems in Multinational Corporate Governance. International Journal of Multidisciplinary Research and Growth Evaluation, 1(2), pp.88-98. DOI: 10.54660/.IJMRGE.2020.1.2.88-98.

[68] Sousa, P., Tereso, A., Alves, A. and Gomes, L., 2018. Implementation of project management and lean production practices in a SME Portuguese innovation company. Procedia computer science, 138, pp.867-874.

[69] Subramanian, N. and Jeyaraj, A., 2018. Recent security challenges in cloud computing. Computers & Electrical Engineering, 71, pp.28-42.

[70] Torres, A.D., Yan, H., Aboutalebi, A.H., Das, A., Duan, L. and Rad, P., 2018. Patient facial emotion recognition and sentiment analysis using secure cloud with hardware acceleration. In Computational Intelligence for Multimedia Big Data on the Cloud with Engineering Applications (pp. 61-89). Academic Press.

[71] Torres, R., Sidorova, A. and Jones, M.C., 2018. Enabling firm performance through business intelligence and analytics: A dynamic capabilities perspective. Information & Management, 55(7), pp.822-839.

[72] Turner, A., Mulla, A., Booth, A., Aldridge, S., Stevens, S., Begum, M. and Malik, A., 2018. The international knowledge base for new care models relevant to primary care-led integrated models: a realist synthesis. Health and Social Care Delivery Research, 6(25), pp.1-176.

[73] Vijayan, M., 2017. IMPACT OF JOB STRESS ON EMPLOYEES'JOB PERFORMANCE IN AAVIN, COIMBATORE. Journal of Organisation & Human Behaviour, 6(3).

[74] Wei, L., Liu, Y. and Cheung, S.C., 2016, August. Taming android fragmentation: Characterizing and detecting compatibility issues for android apps. In Proceedings of the 31st IEEE/ACM international conference on automated software engineering (pp. 226-237).

[75] Zambon, S., 2017. Intangibles and intellectual capital: an overview of the reporting issues and some measurement models. The economic importance of intangible assets, pp.153-183.

@article{1710117,
      author = {Adaobi Beverly Akonobi, Christiana Onyinyechi Okpokwu},
      title = {A Process Reengineering Framework for Automating Contact Center Operations Using Lean and Agile Principles},
      journal = {Iconic Research And Engineering Journals},
      year = {2020},
      volume = {3},
      number = {7},
      pages = {361-378},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1710117.pdf},
      abstract = {The increasing demand for rapid, personalized, and efficient customer service has driven organizations to reimagine contact center operations. Traditional contact center workflows are often plagued by inefficiencies, high operational costs, and slow response times, which limit the ability to deliver agile, customer-centric experiences. This presents a process reengineering framework for automating contact center operations by integrating Lean and Agile principles. The framework aims to streamline workflows, eliminate non-value-adding activities, and enable continuous improvement through iterative development cycles and stakeholder collaboration. The proposed model comprises five core phases: (1) assessment of existing processes and stakeholder needs; (2) value stream mapping to identify waste and operational bottlenecks; (3) Agile process redesign using sprint-based modules and cross-functional teams; (4) automation deployment leveraging robotic process automation (RPA), artificial intelligence (AI), and chatbot technologies; and (5) continuous feedback integration to drive iterative enhancement and service resilience. Key enablers such as a robust technology stack, change management strategies, and data governance protocols are emphasized to ensure successful implementation. Case application scenarios?including automated inbound call handling, customer complaint resolution, and outbound campaign management?demonstrate the framework?s ability to reduce turnaround time, enhance customer satisfaction, and optimize resource utilization. By aligning Lean?s focus on value creation and waste reduction with Agile?s emphasis on adaptability and user-centricity, the framework fosters an operational culture of responsiveness and continuous innovation. This also highlights practical challenges, including resistance to organizational change, integration with legacy systems, and complexities in performance measurement. Nonetheless, the proposed framework offers a scalable and adaptable pathway for digital transformation in customer service. Future research directions include autonomous service orchestration, sentiment-driven decision-making, and the development of predictive analytics for proactive customer engagement.},
      keywords = {Process Reengineering, Framework, Automating Contact Center, Operations, Lean and Agile Principles},
      month = {January},
  }