Predicting Self-reported Customer Satisfaction of Interactions with a Corporate Call Center-Reference-Cited by-同舟云学术

Predicting Self-reported Customer Satisfaction of Interactions with a Corporate Call Center

Published:2017 Issue: Volume: Page:179-190
ISSN:0302-9743
Container-title:Machine Learning and Knowledge Discovery in Databases
language:
Short-container-title:

Author:

Bockhorst Joseph,Yu Shi,Polania Luisa,Fung Glenn

Publisher

Springer International Publishing

Link

http://link.springer.com/content/pdf/10.1007/978-3-319-71273-4_15

Reference17 articles.

1. Crammer, K., Singer, Y.: Online ranking by projecting. Neural Comput. 17(1), 145–175 (2005)

2. Devillers, L., Vaudable, C., Chastagnol, C.: Real-life emotion-related states detection in call centers: a cross-corpora study. In: INTERSPEECH 2010, pp. 2350–2353 (2010)

3. Gutiérrez, P., Perez-Ortiz, M., Sanchez-Monedero, J., Fernández-Navarro, F., Hervas-Martinez, C.: Ordinal regression methods: survey and experimental study. IEEE Trans. Knowl. Data Eng. 28(1), 127–146 (2016)

4. Lecture Notes in Computer Science (Lecture Notes in Artificial Intelligence);S Har-Peled,2002

5. Herbrich, R., Graepel, T., Obermayer, K.: Large margin rank boundaries for ordinal regression. In: Advances in Neural Information Processing Systems, pp. 115–132 (1999)

Cited by 8 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Quietly angry, loudly happy;Interaction Studies;2023-08-28

2. A review of natural language processing in contact centre automation;Pattern Analysis and Applications;2023-06-29

3. Customer Satisfaction Estimation Using Unsupervised Representation Learning with Multi-Format Prediction Loss;ICASSP 2022 - 2022 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP);2022-05-23

4. What Determines Satisfaction with Call Centers? The Case of UK Telecom;Services Marketing Quarterly;2021-10-24

5. Leveraging non-respondent data in customer satisfaction modeling;Journal of Business Research;2021-10