ORCID Profile
0000-0002-5738-6560
Current Organisation
University of New South Wales Canberra at ADFA
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In Research Link Australia (RLA), "Research Topics" refer to ANZSRC FOR and SEO codes. These topics are either sourced from ANZSRC FOR and SEO codes listed in researchers' related grants or generated by a large language model (LLM) based on their publications.
Marketing | Marketing Management (incl. Strategy and Customer Relations) | Decision Support and Group Support Systems | Logistics and Supply Chain Management | Business and Management | Pattern Recognition and Data Mining | Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence) | Decision Making
Marketing | Management | Management and Productivity not elsewhere classified | Management of Greenhouse Gas Emissions from Transport Activities | Expanding Knowledge in the Information and Computing Sciences | Administration and Business Support Services | Road Freight |
Publisher: Springer Berlin Heidelberg
Date: 2010
Publisher: IEEE
Date: 06-2012
DOI: 10.1109/HSI.2012.33
Publisher: Elsevier BV
Date: 03-2013
Publisher: IEEE
Date: 03-2015
Publisher: IEEE
Date: 09-2015
Publisher: IEEE
Date: 12-2012
Publisher: IEEE
Date: 2009
Publisher: Emerald
Date: 05-06-2017
DOI: 10.1108/BPMJ-02-2015-0018
Abstract: Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age. The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed. With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs. As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.
Publisher: IEEE
Date: 02-2008
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 02-2014
Publisher: Springer Science and Business Media LLC
Date: 03-02-2015
Publisher: IEEE
Date: 10-2007
Publisher: Springer Science and Business Media LLC
Date: 06-12-2017
Publisher: Springer Science and Business Media LLC
Date: 12-11-2021
Publisher: IEEE
Date: 03-2012
Publisher: IEEE
Date: 2009
DOI: 10.1109/AINA.2009.71
Publisher: Elsevier BV
Date: 12-2018
Publisher: ACM
Date: 23-08-2017
Publisher: IEEE
Date: 2009
Publisher: IEEE
Date: 06-2016
Publisher: Springer Science and Business Media LLC
Date: 13-12-2013
Publisher: Springer International Publishing
Date: 2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Elsevier BV
Date: 08-2020
Publisher: IEEE
Date: 10-2018
Publisher: Springer International Publishing
Date: 2015
Publisher: IEEE
Date: 12-2011
Publisher: Springer Science and Business Media LLC
Date: 02-09-2010
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2023
Publisher: Springer Science and Business Media LLC
Date: 02-03-2020
Publisher: Wiley
Date: 03-06-2015
DOI: 10.1002/SPE.2272
Publisher: Elsevier BV
Date: 09-2013
Publisher: IEEE
Date: 10-2018
Publisher: Springer International Publishing
Date: 28-11-2019
Publisher: IEEE
Date: 10-2012
DOI: 10.1109/SKG.2012.35
Publisher: Elsevier BV
Date: 09-2015
Publisher: IEEE
Date: 2008
Publisher: International Journal of Technology
Date: 25-07-2018
Publisher: Springer Science and Business Media LLC
Date: 11-05-2017
Publisher: IEEE
Date: 09-2010
Publisher: Elsevier BV
Date: 12-2018
Publisher: IEEE
Date: 10-2018
Publisher: ACM Press
Date: 2012
Publisher: IEEE
Date: 04-2012
Publisher: IEEE
Date: 07-2016
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2019
Publisher: IEEE
Date: 09-2016
Publisher: Springer Science and Business Media LLC
Date: 20-11-2013
Publisher: Elsevier BV
Date: 02-2011
Publisher: IEEE
Date: 03-2016
Publisher: IEEE
Date: 11-2016
Publisher: IEEE
Date: 11-2015
Publisher: IEEE
Date: 07-2008
Publisher: IEEE
Date: 11-2014
Publisher: Springer Science and Business Media LLC
Date: 19-07-2013
Publisher: Informa UK Limited
Date: 02-11-2020
Publisher: IEEE
Date: 08-2007
Publisher: Springer Science and Business Media LLC
Date: 16-03-2013
Publisher: ACM
Date: 17-05-2019
Publisher: Elsevier BV
Date: 10-2018
Publisher: Springer Science and Business Media LLC
Date: 22-02-2011
Publisher: Oxford University Press (OUP)
Date: 16-11-2013
Publisher: Springer Science and Business Media LLC
Date: 22-02-2018
Publisher: Springer New York
Date: 2010
Publisher: Elsevier BV
Date: 09-2017
Publisher: IEEE
Date: 09-2016
Publisher: Springer Berlin Heidelberg
Date: 2012
Publisher: Elsevier BV
Date: 12-2013
Publisher: Elsevier BV
Date: 11-2020
Publisher: IEEE
Date: 11-2010
Publisher: Springer Berlin Heidelberg
Date: 2013
Publisher: IEEE
Date: 03-2013
Publisher: ACM Press
Date: 2012
Publisher: Springer International Publishing
Date: 19-06-2018
Publisher: Springer Science and Business Media LLC
Date: 19-12-2014
Publisher: Springer Science and Business Media LLC
Date: 10-10-2013
Publisher: Elsevier BV
Date: 12-2019
Publisher: IEEE
Date: 09-2010
Publisher: IEEE
Date: 12-2018
Publisher: Elsevier BV
Date: 05-2020
Publisher: Elsevier BV
Date: 2022
Publisher: IEEE
Date: 11-2016
Publisher: Springer International Publishing
Date: 2018
Publisher: IEEE
Date: 06-2007
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer Science and Business Media LLC
Date: 29-07-2013
Publisher: IEEE
Date: 07-2016
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: IEEE
Date: 08-2015
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: IEEE
Date: 07-2012
Publisher: IEEE
Date: 11-2017
DOI: 10.1109/ICEBE.2017.6
Publisher: IEEE
Date: 2010
DOI: 10.1109/AINA.2010.82
Publisher: IEEE
Date: 08-2009
DOI: 10.1109/NBIS.2009.85
Publisher: Springer Berlin Heidelberg
Date: 2008
Publisher: Springer International Publishing
Date: 21-06-2020
Publisher: IEEE
Date: 11-2015
Publisher: Elsevier BV
Date: 08-2020
Publisher: Elsevier BV
Date: 11-2017
Publisher: Springer International Publishing
Date: 2015
Publisher: Springer Berlin Heidelberg
Date: 2012
Publisher: IEEE
Date: 10-2011
Publisher: IEEE
Date: 2006
Publisher: Wiley
Date: 20-06-2018
DOI: 10.1002/CPE.4189
Publisher: IEEE
Date: 06-2012
Publisher: ACM
Date: 31-10-2008
Publisher: IEEE
Date: 09-2013
DOI: 10.1109/CGC.2013.61
Publisher: Springer Science and Business Media LLC
Date: 11-2005
Publisher: Wiley
Date: 07-11-2015
DOI: 10.1002/CPE.3418
Publisher: ACM
Date: 23-08-2017
Publisher: IEEE
Date: 09-2012
Publisher: Oxford University Press (OUP)
Date: 17-06-2016
Publisher: Oxford University Press (OUP)
Date: 06-01-2018
Publisher: IEEE
Date: 09-2008
Publisher: IEEE
Date: 2007
DOI: 10.1109/ICIS.2007.90
Publisher: Elsevier BV
Date: 07-2023
Publisher: World Scientific Pub Co Pte Lt
Date: 09-2011
DOI: 10.1142/S0219265911002927
Abstract: Cognitive Radio Networks (CRNs) is a promising technology which deals with shared spectrum access and usage in order to improve the utilization of limited radio spectrum resources for future wireless communications and mobile computing. Security becomes a very challenging issue in CRNs as different types of attacks are very common to cognitive radio technology compared to general wireless networks. The proper working of cognitive radio and the functionality of CRNs relies on the compliant behaviour of the secondary user. In order to address this issue, we propose two approaches in this paper. Firstly, we propose a trust aware model to authenticate the secondary users of CRNs which offers a reliable technique to provide a security-conscious decision by using trust evaluation for CRNs. Secondly, we propose an analytical model for analyzing the availability of spectrum in CRNs using a stochastic approach. We have modeled and analyzed the availability of free spectrum for the usage of secondary users by adopting different activities in a spectrum management scheme to improve the spectrum availability in CRNs.
Publisher: Elsevier BV
Date: 05-2015
Publisher: IEEE
Date: 09-2013
Publisher: IEEE
Date: 09-2012
Publisher: Elsevier BV
Date: 05-2015
Publisher: Elsevier BV
Date: 2023
Publisher: Wiley
Date: 29-08-2018
DOI: 10.1002/CPE.4879
Publisher: IEEE
Date: 07-2014
Publisher: Springer International Publishing
Date: 2018
Publisher: IEEE
Date: 08-2015
Publisher: Elsevier BV
Date: 12-2015
Publisher: IEEE
Date: 03-2017
Publisher: Elsevier BV
Date: 03-2011
DOI: 10.1016/J.RMED.2010.08.008
Abstract: Helium-oxygen mixtures and pressure-support ventilation have been used to unload the respiratory muscles and increase exercise tolerance in COPD. Considering the different characteristics of these techniques, we hypothesized that helium-oxygen would be more effective in reducing exercise-induced dynamic hyperinflation than pressure-support. We also hypothesized that patients would experience greater increases in respiratory rate and minute ventilation with helium-oxygen than with pressure-support. The hypotheses were tested in ten patients with severe COPD (FEV(1) = 28 ± 3% predicted [mean ± SE]) during constant-load cycling (80% maximal workrate) while breathing 30% oxygen-alone, helium-oxygen, and pressure-support in randomized order. As hypothesized, helium-oxygen had greater impact on dynamic hyperinflation than did pressure-support (end-exercise p = 0.03). For the most part of exercise, respiratory rate and minute ventilation were greater with helium-oxygen than with pressure-support (p ≤ 0.008). During the initial phases of exercise, helium-oxygen caused less rib-cage muscle recruitment than did pressure-support (p < 0.03), and after the start of exercise it caused greater reduction in inspiratory reserve volume (p ≤ 0.02). Despite these different responses, helium-oxygen and pressure-support caused similar increases in exercise duration (oxygen-alone: 6.9 ± 0.8 min helium-oxygen: 10.7 ± 1.4 min pressure-support: 11.2 ± 1.6 min p = 0.003) and similar decreases in inspiratory effort (esophageal pressure-time product), respiratory drive, pulmonary resistance, dyspnea and leg effort (p < 0.03). In conclusion, helium-oxygen reduced exercise-induced dynamic hyperinflation by improving the relationship between hyperinflation and minute ventilation. In contrast, pressure-support reduced hyperinflation solely as a result of lowering ventilation. Helium-oxygen was more effective in reducing exercise-induced dynamic hyperinflation in severe COPD, and was associated with greater increases in respiratory rate and minute ventilation than pressure-support.
Publisher: Springer International Publishing
Date: 2015
Publisher: IEEE
Date: 11-2014
Publisher: Elsevier BV
Date: 11-2012
Publisher: Springer Science and Business Media LLC
Date: 28-11-2017
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Elsevier BV
Date: 09-2019
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer International Publishing
Date: 2018
Publisher: IEEE
Date: 06-2014
Publisher: Springer Science and Business Media LLC
Date: 30-11-2017
Publisher: Springer International Publishing
Date: 2022
Publisher: Elsevier BV
Date: 06-2019
Publisher: Springer International Publishing
Date: 2018
Publisher: Springer Science and Business Media LLC
Date: 12-07-2021
Publisher: Elsevier BV
Date: 03-2021
Publisher: Wiley
Date: 04-07-2014
DOI: 10.1002/CPE.3089
Publisher: IEEE
Date: 06-2014
Publisher: IEEE
Date: 07-2014
Publisher: WORLD SCIENTIFIC
Date: 10-2009
Publisher: IEEE
Date: 2008
Publisher: ACM
Date: 23-08-2017
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2019
Publisher: IEEE
Date: 05-2019
Publisher: IEEE
Date: 09-2012
Publisher: IEEE
Date: 02-2010
Publisher: Elsevier BV
Date: 02-2021
Publisher: IEEE
Date: 06-2011
DOI: 10.1109/IMIS.2011.99
Publisher: Springer Science and Business Media LLC
Date: 22-02-2018
Publisher: Elsevier BV
Date: 11-2018
Publisher: Elsevier BV
Date: 2022
Publisher: IEEE
Date: 06-2014
DOI: 10.1109/ICWS.2014.53
Publisher: Springer International Publishing
Date: 2016
Publisher: IEEE
Date: 06-2009
Publisher: Elsevier BV
Date: 11-2019
Publisher: IEEE
Date: 07-2017
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2018
Publisher: IEEE
Date: 11-2017
Publisher: Elsevier BV
Date: 10-2016
Publisher: IEEE
Date: 03-2015
Publisher: Elsevier BV
Date: 2012
Publisher: IEEE
Date: 07-2012
Publisher: IEEE
Date: 10-2010
Publisher: IEEE
Date: 09-2007
Publisher: Elsevier BV
Date: 08-2022
Publisher: Elsevier BV
Date: 05-2019
Publisher: Springer International Publishing
Date: 2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Elsevier BV
Date: 12-2018
Publisher: Springer International Publishing
Date: 2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Date: 2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Elsevier BV
Date: 06-2021
Publisher: IEEE
Date: 07-2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Springer International Publishing
Date: 2014
Publisher: Elsevier BV
Date: 12-2007
Publisher: Springer International Publishing
Date: 2016
Publisher: Oxford University Press (OUP)
Date: 11-08-2015
Publisher: Elsevier BV
Date: 10-2014
Publisher: Springer Science and Business Media LLC
Date: 02-03-2012
Publisher: IEEE
Date: 11-2010
Publisher: Elsevier BV
Date: 10-2022
Publisher: IEEE
Date: 05-2018
Publisher: Elsevier BV
Date: 02-2018
Publisher: Elsevier BV
Date: 07-2018
Publisher: Springer Science and Business Media LLC
Date: 18-10-2014
Publisher: Oxford University Press (OUP)
Date: 10-07-2014
Publisher: Springer Berlin Heidelberg
Date: 2013
Publisher: Elsevier BV
Date: 10-2015
Publisher: Springer Nature Switzerland
Date: 2023
Publisher: Oxford University Press (OUP)
Date: 15-10-2012
Publisher: IEEE
Date: 08-2007
Publisher: Elsevier BV
Date: 08-2022
Publisher: Springer International Publishing
Date: 2015
Start Date: 2015
End Date: 2017
Funder: Australian Research Council
View Funded ActivityStart Date: 2016
End Date: 2018
Funder: Australian Research Council
View Funded ActivityStart Date: 2016
End Date: 12-2021
Amount: $219,000.00
Funder: Australian Research Council
View Funded ActivityStart Date: 2012
End Date: 12-2014
Amount: $342,000.00
Funder: Australian Research Council
View Funded ActivityStart Date: 10-2016
End Date: 12-2023
Amount: $270,198.00
Funder: Australian Research Council
View Funded Activity