Data mining approach for analyzing call center performance

Lecture Notes in Artificial Intelligence (Subseries of Lecture Notes in Computer Science)

Volumn 3029, Issue , 2004, Pages 1092-1101

  Paprzycki, Marcin ^a   Abraham, Ajith ^a   Guo, Ruiyuan ^a   Mukkamala, Srinivas ^b  

^a OKLAHOMA STATE UNIVERSITY   (United States)

^b NEW MEXICO INSTITUTE OF MINING AND TECHNOLOGY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; MATRIX ALGEBRA; NEURAL NETWORKS; REGRESSION ANALYSIS; SENSITIVITY ANALYSIS; ARTIFICIAL INTELLIGENCE; DECISION TREES; EXPERT SYSTEMS; INSURANCE; NETWORK LAYERS; QUALITY OF SERVICE; TREES (MATHEMATICS);

CALL CENTERS; CUSTOMER SERVICE REPRESENTATIVES (CSR); REGRESSION TREES; SUPPORT VECTOR MACHINES; CLASSIFICATION AND REGRESSION TREE; HYBRID DECISION TREES; INPUT SENSITIVITY; INSURANCE COMPANIES; LINEAR NEURAL NETWORK; MULTILAYERED PERCEPTRONS; PERFORMANCE DATA; PROBABILISTIC NEURAL NETWORKS;

DATA MINING;

EID: 9444245064     PISSN: 03029743     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1007/978-3-540-24677-0_112     Document Type: Conference Paper

References (13)

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13. Warren Staples, John Dalrymple, Rhonda Bryar, Accessing Call Center Quality using the SERVQUAL Model, http://www.cmqr.rmit.edu.au/publications/ wsjdrbicit02.pdf, 2002, access date: April 2003.