Browsing Centre for Decision Engineering by Subject "Customer behaviour modelling"

Browsing Centre for Decision Engineering by Subject "Customer behaviour modelling"

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  • Optimising customer support in contact centres using soft computing approach 
    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 ...
  • Technology selection for human behaviour modelling in contact centres 
    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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