A web-based system for analyzing the voices of call center customers in the service industry.
Sung Min BaeSung Ho HaSang-Chan ParkPublished in: Expert Syst. Appl. (2005)
Keyphrases
- call center
- service quality
- service level
- service systems
- queueing model
- heavy traffic
- customer service
- arrival rate
- asymptotically optimal
- service times
- customer classes
- customer satisfaction
- customer support
- agent technology
- customer relationship management
- queue length
- world wide
- arrival process
- service providers
- web services
- operational decisions
- single server queue
- databases
- user satisfaction
- service oriented
- cloud computing
- artificial intelligence
- information retrieval