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Integrating the voice of customers through call center emails into a decision support system for churn prediction
Coussement, Kristof (contributor);  … - 2008
Persistent link: https://www.econbiz.de/10003649170
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Improving customer attrition prediction by integrating emotions from client/company interaction emails and evaluating multiple classifiers
Coussement, Kristof (contributor);  … - 2008
Persistent link: https://www.econbiz.de/10003787798
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Improving customer complaint management by automatic email classification using linguistic style features as predictors
Coussement, Kristof; Van den Poel, Dirk - In: Decision support systems : DSS ; the international journal 44 (2007/08) 4, pp. 870-882
Persistent link: https://www.econbiz.de/10003670799
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Does customer relationship management influence call centre quality performance? : an empirical industry analysis
Abdullateef, Aliyu Olayemi; Salniza Md. Salleh - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1035-1045
Persistent link: https://www.econbiz.de/10009793761
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The impact of CRM components system on customer retention in the telecom industry : a case of Y-Telecom in Yemen
Alhakimi, Wail; Ghaleb, Abdulsalam - In: Middle East journal of management : MEJM 6 (2019) 4, pp. 378-409
Persistent link: https://www.econbiz.de/10012111773
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MIS in a virtual contact center
Dileme, Nacit - 2004
Persistent link: https://www.econbiz.de/10002216526
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Intelligent Agents in Call Management System
Sharma, A. K.; Juneja, Dimple; Bishnoi, Charu - 2010
The software intelligent agent originates from Distributed Artificial Intelligent (DAI) [3] community that enforces the attributes like autonomy, inter-operability and negotiation capabilities in agents. The paper presents the design of multi-agent framework for management of calls on mobile...
Persistent link: https://www.econbiz.de/10014199267
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Practice summary : Henkel uses analytics to improve call center performance
Maleyeff, John; Corlu, Canan Gunes - In: INFORMS journal on applied analytics 54 (2024) 4, pp. 357-364
Persistent link: https://www.econbiz.de/10014634124
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Mit modernster Contact-Center-Infrastruktur die Umsetzung der Geschäftsstrategie bei Mobi24 beschleunigen
Fischer, Dieter; Lüthi, Roland - In: Customer Relationship Management : neue …, (pp. 213-224). 2008
Persistent link: https://www.econbiz.de/10003644203