Study on the Continuous Quality Improvement of Telecommunication Call Centers Based on Data Mining
暂无分享,去创建一个
[1] Sung Ho Ha,et al. A web-based system for analyzing the voices of call center customers in the service industry , 2005, Expert Syst. Appl..
[2] He Zhen. Statistical Distribution of Service Duration in a Telecommunication Call Center , 2006 .
[3] Ward Whitt,et al. Dynamic staffing in a telephone call center aiming to immediately answer all calls , 1999, Oper. Res. Lett..
[4] Jesus R. Artalejo,et al. Applications of maximum queue lengths to call center management , 2007, Comput. Oper. Res..
[5] Li-Yen Shue,et al. Enabling customer relationship management in ISP services through mining usage patterns , 2006, Expert Syst. Appl..
[6] Ai Ping. An Abandon Percentage Predictive Model for Call Centers , 2006 .
[7] Federica Cena,et al. Adapting the interaction in a call centre system , 2006, Interact. Comput..
[8] Armann Ingolfsson,et al. Markov chain models of a telephone call center with call blending , 2007, Comput. Oper. Res..
[9] Aarnout Brombacher,et al. The use of quality metrics in service centres , 2000 .