Browsing Decision Engineering Report (DEG) Series by Subject "Contact/Call Centre environment"

Browsing Decision Engineering Report (DEG) Series by Subject "Contact/Call Centre environment"

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  • Shah, Satya Ramesh; Roy, Rajkumar; Tiwari, Ashutosh (2006-10-31)
    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 ...
  • Shah, Satya Ramesh; Roy, Rajkumar; Tiwari, Ashutosh (2006-01-01)
    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 ...

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