Process Mining zur Steuerung von Call Center-Prozessen.

Frank Bensberg André Coners

Published in: Wirtschaftsinformatik (1) (2009)

Keyphrases

call center
process mining
process model
event logs
business process
service level
business processes
service quality
arrival rate
formal concept analysis
queue length
clinical pathway
agent technology
data mining
information processing
query processing
case study
artificial intelligence