MINERAÇÃO DE DADOS APLICADA À CALL CENTERS: REVISÃO BIBLIOMÉTRICA
Abstract
No ambiente corporativo do Call Center, a alta competitividade do setor torna cada vez mais necessária a inovação tecnológica e dinamismo em sua gestão, além da redução de custos e menor tempo para a execução de soluções. Neste artigo buscou-se mapear, no âmbito internacional, os principais estudos que aplicaram técnicas de mineração de dados buscando aumentar a performance do Call Center. Foram localizados 49 artigos, publicados em 39 periódicos. O artigo contribui para identificar as principais iniciativas e cenários de aplicação bem como fornece uma fonte comparativa para futuros trabalhos.
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