A web-based system for analyzing the voices of call center customers in the service industry

被引：21

作者：

Bae, SM

Ha, SH ^{[1
]}

Park, SC

机构：

[1] Kyungpook Natl Univ, Sch Business Adm, Taegu 702701, South Korea

[2] HANBAT Natl Univ, Dept Ind & Management Eng, Taejon 305719, South Korea

[3] Korea Adv Inst Sci & Technol, Dept Ind Engn, Taejon 305701, South Korea

来源：

EXPERT SYSTEMS WITH APPLICATIONS | 2005年 / 28卷 / 01期

关键词：

voice of customer; call center; life insurance; customer relationship management; data mining;

D O I：

10.1016/j.eswa.2004.08.008

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

We developed a Web-based system for analyzing the voices of call center customers of a life insurance company, so that it would help decision makers understand customer needs better and it would help them make consistent decisions regarding customer support. It used conventional statistical and data mining techniques to identify customer voice patterns. To demonstrate results, we gathered actual customer complaints from the service operation of a target company. Using this data, the system pinpointed problematic areas where complaints happened (one-dimensional analysis), the relationship among problems (two-dimensional analysis), and the root cause of problems (Failure Mode and Effects Analysis). (C) 2004 Elsevier Ltd. All rights reserved.

引用

页码：29 / 41

页数：13

共 25 条

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