Call Center Key Performance Indicators and Customer Satisfaction.
Luiz Antonio JoiaAlexandre Ferreira OliveiraPublished in: AMCIS (2010)
Keyphrases
- call center
- customer satisfaction
- key performance indicators
- service quality
- business intelligence
- process oriented
- business processes
- service providers
- user satisfaction
- customer service
- information systems
- electronic commerce
- customer support
- sql server
- customer retention
- business requirements
- data warehouse
- competitive advantage
- business process
- competitive environment
- quality of service
- service level
- decision support
- queue length
- external data
- business strategy
- state space
- decision making
- artificial intelligence