Knowledge management and data mining for marketing
Decision Support Systems - Knowledge management support of decision making
A Comparative Study on Feature Selection in Text Categorization
ICML '97 Proceedings of the Fourteenth International Conference on Machine Learning
Text analysis and knowledge mining system
IBM Systems Journal
Design and implementation of the UIMA common analysis system
IBM Systems Journal
Proceedings of the eleventh ACM SIGKDD international conference on Knowledge discovery in data mining
Towards automatic association of relevant unstructured content with structured query results
Proceedings of the 14th ACM international conference on Information and knowledge management
Automatic generation of domain models for call centers from noisy transcriptions
ACL-44 Proceedings of the 21st International Conference on Computational Linguistics and the 44th annual meeting of the Association for Computational Linguistics
LIPTUS: associating structured and unstructured information in a banking environment
Proceedings of the 2007 ACM SIGMOD international conference on Management of data
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 2
Business Intelligence from Voice of Customer
ICDE '09 Proceedings of the 2009 IEEE International Conference on Data Engineering
Automatically selecting answer templates to respond to customer emails
IJCAI'07 Proceedings of the 20th international joint conference on Artifical intelligence
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Customer-focused service management results when contact center metrics are based on the customer's expectations. Today, contact centers are a primary touch point between a customer and an enterprise. We identify customer communications, business intelligence, service improvement, and business impact as the four main components of service management. Using real life examples, we show that the voice of the customer is the main driving force for each of these components.