Title :
Predicting Call Center Service Grade with Improved Neural Network Algorithm
Author :
Lv Jing ; Guo Min
Author_Institution :
Sch. of Electron. Inf. & Control Eng., Beijing Univ. of Technol., Beijing, China
Abstract :
Call center has been paid more and more attention, a method for predicting call center service grade with improved neural network algorithm was put forward according to the call center service quality management requirements in the enterprise. The optimization algorithm Levenberg-Marquardt was utilized to increase the convergence speed of BP neural network. And overcome the shortcomings of falling into local minimum value easily. The data mining of call center system was realized offering a scientific and rational basis for the decision analysis to improve the level of call center services.
Keywords :
backpropagation; customer services; data mining; decision making; neural nets; optimisation; outsourcing; quality management; BP neural network; Levenberg-Marquardt optimization algorithm; call center service grade prediction; data mining; decision analysis; improved neural network algorithm; quality management; Control engineering; Data mining; Data warehouses; Fault detection; Function approximation; Neural networks; Neurons; Predictive models; Statistical analysis; Telephony;
Conference_Titel :
Intelligent Systems and Applications (ISA), 2010 2nd International Workshop on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5872-1
Electronic_ISBN :
978-1-4244-5874-5
DOI :
10.1109/IWISA.2010.5473738
