A web-based system for analyzing the voices of call center customers in the service industry

Expert Systems with Applications

Volumn 28, Issue 1, 2005, Pages 29-41

  Bae, Sung Min ^a   Ha, Sung Ho ^b   Park, Sang Chan ^c  

^a Hanbat National University   (South Korea)

^b Kyungpook National University   (South Korea)

^c Korea Advanced Institute of Science and Technology (KAIST)   (South Korea)

Author keywords

Call center; Customer relationship management; Data mining; Life insurance; Voice of customer

Indexed keywords

CUSTOMER SATISFACTION; DATA MINING; ELECTRONIC COMMERCE; ELECTRONIC MAIL; INFORMATION TECHNOLOGY; INTERNET; KNOWLEDGE ENGINEERING; SALES;

CUSTOMER RELATIONSHIP MANAGEMENT (CRM); LIFE INSURANCE; VOICE OF CUSTOMER; WEB-BASED SYSTEMS;

WORLD WIDE WEB;

EID: 9244222703     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2004.08.008     Document Type: Article

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