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» Data Mining Approach for Analyzing Call Center Performance
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IEAAIE
2004
Springer
12 years 3 months ago
Data Mining Approach for Analyzing Call Center Performance
Abstract. The aim of our research was to apply well-known data mining techniques (such as linear neural networks, multi-layered perceptrons, probabilistic neural networks, classifi...
Marcin Paprzycki, Ajith Abraham, Ruiyuan Guo, Srin...
KDD
1997
ACM
142views Data Mining» more  KDD 1997»
12 years 1 months ago
Knowledge Discovery in Integrated Call Centers: A Framework for Effective Customer-Driven Marketing
As call centersbecomemorepervasive,the customersseek individualized service and greater attention. The call centers are becoming the contact centers - a one-stop, singleinterfacef...
Paul Xia
CIKM
2008
Springer
11 years 11 months ago
Exploiting context to detect sensitive information in call center conversations
Protecting sensitive information while preserving the shareability and usability of data is becoming increasingly important. In call-centers a lot of customer related sensitive in...
Tanveer A. Faruquie, Sumit Negi, Anup Chalamalla, ...
BPM
2006
Springer
128views Business» more  BPM 2006»
12 years 1 months ago
A Redesign Framework for Call Centers
An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aim...
Monique H. Jansen-Vullers, Mariska Netjes, Hajo A....
MASCOTS
2007
11 years 11 months ago
PerfCenter: A Methodology and Tool for Performance Analysis of Application Hosting Centers
— We present a tool, PerfCenter, that takes as input the deployment, configuration, message flow and workload details of the hardware and software servers in an application hos...
Rukma Prabhu Verlekar, Varsha Apte, Prakhar Goyal,...
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