Knowledge Discovery in Integrated Call Centers: A Framework for Effective Customer-Driven Marketing

As call centersbecomemorepervasive,the customersseek individualized service and greater attention. The call centers are becoming the contact centers - a one-stop, singleinterfacefor all interactions- from pre-salesto postsales, and continuing relationship. This paper presents someresultsin utilizing datamining in managingcustomer profile towarda greaterbusinessadvantage. Onesolution is to build a predictive customerprofile based on the customer’sLifetime Value (LTV). Many different types of datamining techniquescan be combinedto meet this challenge. This paper explores the solution to using knowledge discovery methods in integrated inbound/outboundcall center environments. Significant performance gain is reported on a customized knowledge acquisition system over a conventionalapproach. KEYWORDS Call Center;DataMining; KnowledgeDiscovery; Lifetime Value

• Type: Conference
• Year: 1997
• Where: KDD
• Authors: Paul Xia
• Keywords: Customersseek Individualized Service, Data Mining, Datamining, KDD 1997, Knowledge Discovery Methods