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Volumn 45, Issue 3, 2008, Pages 164-174

Integrating the voice of customers through call center emails into a decision support system for churn prediction

Author keywords

Binary classification modeling; Call center email; Churn prediction; Customer relationship management (CRM); Data mining; Text mining; Voice of customers (VOC)

Indexed keywords

CUSTOMER SATISFACTION; DATA MINING; DECISION SUPPORT SYSTEMS; ELECTRONIC MAIL; INFORMATION DISSEMINATION; MATHEMATICAL MODELS; VOICE/DATA COMMUNICATION SYSTEMS;

EID: 41749111797     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2008.01.005     Document Type: Article
Times cited : (121)

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