Purpose – This study aims to investigate the development of predictive tools in performance measurement and management (PMM), and modeling of a forward‐looking method to help managers to quantitatively target performance measures based on achieving desired improvement, minimum cost and...

Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a...

Genetic algorithms (GAs) have been used in the clustering subject. Also, a clustering ensemble as one acceptable clustering method combines the results of multiple clustering methods on a given dataset and creates final clustering on the dataset. In this paper, genetic algorithm base on...