A Data-Driven Methodology for Evaluating and Optimizing Call Center IVRs.

Bernhard Suhm Pat Peterson

Published in: Int. J. Speech Technol. (2002)

Keyphrases

data driven
call center
asymptotically optimal
arrival rate
service level
operational decisions
queueing model
decision makers
queue length
heavy traffic
customer service
future directions
probability distribution
end users
special case
artificial intelligence
service systems
database