2023
DOI: 10.1007/978-3-031-34111-3_19
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Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing

Stylianos Filippou,
Andreas Tsiartas,
Petros Hadjineophytou
et al.

Abstract: Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer experience is to optimize the functionality of its call center. In this work, we have collaborated with the largest provider of telecommunications and Internet access in the country, and we formulate the customer-agent pairing problem as a machine learning problem. The propos… Show more

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