Agent Productivity Measurement in Call Center Using Machine Learning

Author:

Ahmed Abdelrahman,Toral Sergio,Shaalan Khaled

Publisher

Springer International Publishing

Reference19 articles.

1. Ali, A., Zhang, Y., Cardinal, P., Dahak, N., Vogel, S., Glass, J.: A complete KALDI recipe for building Arabic speech recognition systems. In: 2014 IEEE Spoken Language Technology Workshop (SLT). IEEE (2014)

2. Card, D.N.: The challenge of productivity measurement. In: Proceedings of the Pacific Northwest Software Quality Conference (2006)

3. Carmel, D.: Automatic analysis of call-center conversations. In: Ron Hoory, A.R. (ed.) (2005). https://www.researchgate.net/publication/221614459

4. Chen, S.F., Goodman, J.: An empirical study of smoothing techniques for language modeling. In: Proceedings of the 34th Annual Meeting on Association for Computational Linguistics. Association for Computational Linguistics (1996)

5. Judkins, J.A., Shelton, M., Peterson, D.: System and method for evaluating agents in call center. Google Patents (2003)

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