NDLI: Process Behavior Analysis: Mechanism to Enable Superior Customer Experience

Content Provider	IEEE Xplore Digital Library
Author	Visweswariah, K. Deshmukh, O.D. Verma, A. Sai Zeng Dorai, C. Rzasa, M. Wright, G.
Copyright Year	2010
Abstract	Customer contact centers have to regularly and proactively evaluate and adapt their customer handling processes to support the business vision of their clients and to maintain a competitive differentiating edge. This work presents the contact collector tool developed at IBM that allows the contact center supervisors to record and analyze the behavior of various agent customer handling processes. The contact collector tool generates quantifiable insights to improve operational strengths and productivity as well as to enhance the quality of the overall interaction. The present work also discusses the advantages of automating the contact collector tool, technical challenges encountered in the automation process so far and performance of the automated components of the tool.
Starting Page	394
Ending Page	401
File Size	654436
Page Count	8
File Format	PDF
ISBN	9781424481477
DOI	10.1109/SCC.2010.96
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-07-05
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Speech recognition Speech Training data Manuals Outsourcing Databases Automatic Call Segmentation Automatic Process Analysis
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Process Behavior Analysis: Mechanism to Enable Superior Customer Experience