Predicting Self-reported Customer Satisfaction of Interactions with a Corporate Call Center.
Joseph BockhorstShi YuLuisa F. PolaníaGlenn FungPublished in: ECML/PKDD (3) (2017)
Keyphrases
- call center
- customer satisfaction
- service quality
- customer data
- customer service
- customer support
- asymptotically optimal
- online shopping
- user satisfaction
- service providers
- electronic commerce
- heavy traffic
- quality of service
- competitive advantage
- information quality
- marketing strategies
- information systems
- knowledge management
- customer retention
- service level
- internet banking
- customer reviews
- customer relationship management
- database
- world wide
- information processing
- multi agent systems
- multi agent
- data mining