Real-time customer probing and decision support in a call center.
R. M. LotlikarP. N. PachigollaD. Miller-DavieS. GodbolePublished in: IBM J. Res. Dev. (2014)
Keyphrases
- call center
- decision support
- real time
- service level
- decision support system
- asymptotically optimal
- service quality
- arrival rate
- customer service
- queueing model
- heavy traffic
- data warehouse
- decision makers
- service systems
- databases
- customer relationship management
- business intelligence
- knowledge management
- service times
- queue length
- user interface
- expert systems
- decision making
- data mining
- customer support