In a time of fast growing technology and communication systems, it is very important for the industry and the corporations to develop new contact centre environment technologies for better customer contact requirements. ...

This paper describes the research and development of a methodology for optimising the customer support in contact centres (CC) using a soft computing approach. The methodology provides the categorisation of customer and ...

Customer service advisors can play different roles and have different level of autonomy, but at the end they are humans with heart and voice. While product purchases, lifestyle information and billing data provide important ...