Review paper

Intelligent decision making and planning for call center

Published: Apr 1, 2019
Abstract
The call centers could be broadly categorized in two types: Inbound and Outbound. In an Inbound call center, the focus is always on multiple factors, such as customer satisfaction and customer retention. However, in outbound call centers, the only focus is on revenue generation by making sales and conducting successful surveys. The main challenge in all outbound call centers is to increase the revenue without increasing the expenses. The...
Paper Details
Title
Intelligent decision making and planning for call center
Published Date
Apr 1, 2019
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