Improving the AHT in Telecommunication Companies by Automatic Modeling of Call Center Service.
Henrique de Castro NetoRita Maria da Silva JuliaElaine Ribeiro de Faria PaivaAndré Carlos Ponce de Leon Ferreira de CarvalhoAnisio Pereira Santos JuniorDiansley Raphael Santos PeresEtienne Silva JuliaJony Teixeira de MeloUmberto Maia BarcelosJosiane Esteves de AssisPublished in: EPIA (2) (2019)
Keyphrases
- call center
- service quality
- heavy traffic
- service level
- service systems
- asymptotically optimal
- customer service
- arrival rate
- service providers
- competitive advantage
- service rates
- customer support
- queueing model
- agent technology
- service times
- queue length
- hough transform
- neural network
- customer classes
- optimal policy
- electronic commerce
- database systems
- web services
- information retrieval