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Customer relationship management in call centers: The uneasy process of re(form)ing the subject through the 'people-by-numbers' approach.

Catrina AlferoffDavid Knights
Published in: Inf. Organ. (2008)
Keyphrases
  • call center
  • customer relationship management
  • data mining
  • service level
  • information systems
  • e learning
  • clustering algorithm
  • case study
  • cooperative
  • preprocessing
  • data mining technology
  • relationship management