Rough set analysis on call center metrics

Applied Soft Computing Journal

Volumn 11, Issue 4, 2011, Pages 3804-3811

  Chen, Rong Rong ^a   Chiang, Yen I ^b   Chong, P Pete ^c   Lin, Yung Hsiu ^a,d   Chang, Her Kun ^a,b  

^a CHANG GUNG UNIVERSITY   (Taiwan)

^b CHANG GUNG UNIVERSITY   (Taiwan)

^c MING CHI UNIVERSITY OF TECHNOLOGY   (Taiwan)

^d TA HWA INSTITUTE OF TECHNOLOGY   (Taiwan)

Author keywords

Call center; First call resolution; Metrics; Reduct; Rough set

Indexed keywords

CALL CENTERS; FIRST CALL RESOLUTION; METRICS; REDUCT; ROUGH SET;

DECISION THEORY; MANAGEMENT; MANAGERS;

ROUGH SET THEORY;

EID: 79954604415     PISSN: 15684946     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.asoc.2011.02.013     Document Type: Article

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