Using Business Intelligence for Operational Decision-Making in Call Centers.
Eric S. KyperMichael J. DouglasRoger H. BlakePublished in: Int. J. Decis. Support Syst. Technol. (2012)
Keyphrases
- business intelligence
- decision making
- call center
- service level
- data warehousing
- operational decisions
- decision support
- business intelligence systems
- business decisions
- arrival rate
- service quality
- decision makers
- business information
- microsoft office
- data warehouse
- sql server
- supply chain
- business analytics
- decision support system
- big data
- queue length
- key performance indicators
- data analysis
- electronic commerce
- data mining
- knowledge management
- information processing
- case study
- information retrieval
- business intelligence solutions
- artificial intelligence
- predictive analytics
- business users
- information technology
- predictive modeling
- customer service
- knowledge discovery
- management system