دانلود مقاله انگلیسی رایگان:ارزیابی عملکرد Call Center با استفاده از تجزیه و تحلیل داده های بزرگ - 2016

• Call Center Performance Evaluation Using Big Data Analytics
  

  سال انتشار:

  2016

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  عنوان انگلیسی مقاله:

  Call Center Performance Evaluation Using Big Data Analytics

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  ترجمه فارسی عنوان مقاله:

  ارزیابی عملکرد Call Center با استفاده از تجزیه و تحلیل داده های بزرگ

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  منبع:

  IEEE - 978-1-5090-0284-9/16/$31:00 ©2016 IEEE

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  نویسنده:

  Betül KARAKUS , Galip AYDIN

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  چکیده انگلیسی:

  Quality monitoring for the call centers can be described as the process of listening to the recorded calls in order to measure the performance of a customer service representative or agent. The main challenge of quality monitoring is that managers have no time to listen all the records and therefore only a few of the stored calls are randomly selected. This results in inaccurate performance measurements, since most of call records can not be listened. This paper presents a distributed call monitoring system for assessing all recorded calls using several quality criteria. In the proposed system, we analyze large amount of call records using popular Hadoop MapReduce framework and utilize text similarity algorithms such as Cosine and n-gram. We also integrated slang word lists to our monitoring system. Empirical call records are used to demonstrate the performance of proposed call monitoring system.
  Keywords: call center | Hadoop | similarity | big data

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  سطح: متوسط

  تعداد صفحات فایل pdf انگلیسی: 6

  حجم فایل: 2687 کیلوبایت

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  قیمت: رایگان

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  توضیحات اضافی:

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  سفارش ترجمه مقاله

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  کلمات کلیدی:
  call center , Hadoop , similarity , big data , مرکز تماس , هادوپ , شباهت , داده های بزرگ

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