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The economic sector of contact centers is growing by more than 8% a year. It is a multidisciplinary area in which information systems are decisive to organizations' success. Contact Centers' Information Systems deal with real time requisites and critical business information. A theory-building research shows a framework with 12 key design factors to consider, which managers might use to develop projects and researchers may adopt for further investigation in the area of Contact Center design. This work intends to provide a valuable link between the research community and practitioners in industry.

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The rapid proliferation of human population and the growth of consumption leaded to an increase of hazardous waste. This becomes a worldwide ecological and environmental challenge. According to last available statistics the estimated global municipal solid waste reached 2.02 billion tons. Unfortunately there is not only solid waste: vegetable oil, one kind of liquid waste, used in food manufacturing, is responsible for serious contamination of water resources. Its collection is profitable by recycling into biodiesel and is already regulated in some countries. However it faces several logistic issues. Major issues are related to collection delays, which lead to oil giveaway, and reduced collection [1,2]. This paper proposes a solution to some of these logistic problems introducing a system to manage cooking oil collection in order to increase collection profits. The developed system follows a defined oil collection plan in order to optimize collection routes, introducing a sensor network that triggers collection events to a central system overcoming the current collection delays and wastes. The system is being tested in a real scenario with a Portuguese cooking oil collection company.

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The lack of data in Portugal is a crucial problem for a full characterization and thus a full digital integration for people with disabilities. This is not only a problem of ethic dimension or equal opportunities but have also an economic dimension because excludes a consumer group with economical potential. Hence, this article focuses on the importance of the characterization of people with disabilities in a social, economic and digital perspective. It aims to emphasize their disabilities and ageing evolution, potential value in the digital business and design awareness for inclusion for improve the quality of life of people with disabilities. (C) 2012 The Authors. Published by Elsevier B.V. Selection and/or peer-review under responsibility of the Scientific Programme Committee of the 4th International Conference on Software Development for Enhancing Accessibility and Fighting Info-exclusion (DSAI 2012)