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This article presents a decision support system for a multi-channel, multi-service contact center for front office business process outsourcing, along with its prospective extension to a decision management system. Its core is an enterprise-wide data warehouse, based on the general concept of an event. The proposed system supports a broad new set of advanced analysis tasks, ranging from operator performance assessment to call-flow simulation and data mining, providing operational and management staff the basis for taking effective operative and strategic decisions.<\/p>","DOI":"10.4018\/jcit.2019010103","type":"journal-article","created":{"date-parts":[[2018,10,23]],"date-time":"2018-10-23T14:27:45Z","timestamp":1540304865000},"page":"33-51","source":"Crossref","is-referenced-by-count":5,"title":["An Event-Based Data Warehouse to Support Decisions in Multi-Channel, Multi-Service Contact Centers"],"prefix":"10.4018","volume":"21","author":[{"given":"Andrea","family":"Brunello","sequence":"first","affiliation":[{"name":"University of Udine, Udine, Italy"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Paolo","family":"Gallo","sequence":"additional","affiliation":[{"name":"University of Udine, Udine, Italy"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Enrico","family":"Marzano","sequence":"additional","affiliation":[{"name":"G.A.P. 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