Customised Service System for Contact Centres - A Case Study Based Approach

摘要

This paper describes the research and development of a methodology through which customised service support can be provided at contact centres (CC) through a case study based approach. Case study was carried out at a large fault telecommunication company contact centre. With the help of the framework described in this paper it is possible to identify the required information on the screen based on the customer -advisor combinations. The paper demonstrates that a soft computing based approach can provide the necessary framework for the intelligent support to the advisors. The authors represents a method through which the customised information is displayed on the screen of the customer service advisor (CSA) which enables them to serve the customer more efficiently thus providing better customer satisfaction. An intelligent decision support system framework is also presented which focuses on the development and methodology for framework. This mainly focuses on information requirement modelling which identifies the minimum amount of information required by the advisor to serve the customer. The research has shown that fuzzy expert system could be used to categorise customer and advisor effectively for better customer handling. Discrete event simulation is going to be used to validate the systems framework.