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A process-centric performance management in a call center · Study

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ArticleA process-centric performance management in a call center

Onur Doğan2022

Article2022

A process-centric performance management in a call center

13 citations·0/0 files stored·Applied Intelligence

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Business Process Modeling and Analysis Customer Service Quality and Loyalty Customer churn and segmentation

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References

2016Process Mining 2012Process Mining Manifesto 2014What can big data and text analytics tell us about hotel guest experience and satisfaction?2016The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach 2009Lean transformation in the pure service environment: the case of the call service centre 2011Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior 2004Mining Social Networks: Uncovering Interaction Patterns in Business Processes 2019Voice of airline passenger: A text mining approach to understand customer satisfaction

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2021Process Science in Action: A Literature Review on Process Mining in Business Managementarticle · 5 shared references 2018Exploring the influence of the human factor on customer satisfaction in call centresarticle · 5 shared references 2019Process Mining Application for Analysis of Customer’s Different Visits in a Shopping Mallother · 5 shared references 2019Using Indoor Location System Data to Enhance the Quality of Healthcare Event Logs: Opportunities and Challengesother · 5 shared references 2018Systematic Mapping of Process Mining Studies in Healthcarearticle · 4 shared references 2019Analyzing of Gender Behaviors from Paths Using Process Mining: A Shopping Mall Applicationarticle · 4 shared references

Details

Year2022

Typearticle

Published2022-05-27

VenueApplied Intelligence

ISSN-L0924-669X

Languageen

Citations13

Files0 public / 0

ShelfBusiness Process Modeling and Analysis

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doi10.1007/s10489-022-03740-9

openalex_workW4281972189

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