Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data
Work
Year: 2023
Type: preprint
Abstract: In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the fa... more
Source: arXiv (Cornell University)
Cites:
Cited by: 4
Related to: 10
Citation percentile (by year/subfield): 76.35
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green