Improving customer routing in contact centers : An automated triage design based on text analytics
| Year of publication: |
2020
|
|---|---|
| Authors: | Ilk, Noyan ; Shang, Guangzhi ; Goes, Paulo |
| Published in: |
Journal of Operations Management. - Wiley, ISSN 1873-1317, ZDB-ID 2013293-1. - Vol. 66.2020, 5 (05.03.), p. 553-577
|
| Publisher: |
Wiley |
| Type of publication: | Article |
|---|---|
| Language: | English |
| Other identifiers: | 10.1002/joom.1084 [DOI] |
| Source: | Other ZBW resources |
Persistent link: https://www.econbiz.de/10012273608