Integrating the voice of customers through call center emails into a decision support system for churn prediction.
Kristof CoussementDirk Van den PoelPublished in: Inf. Manag. (2008)
Keyphrases
- decision support system
- call center
- churn prediction
- customer churn
- customer relationship management
- service level
- arrival rate
- service quality
- customer service
- decision makers
- decision making
- data warehouse
- management system
- case based reasoning
- random forest
- risk management
- agent technology
- queue length
- customer classes
- expert systems
- customer support
- medical decision support systems
- computational intelligence
- optimal solution
- databases