Knowledge Discovery in Integrated Call Centers: A Framework for Effective Customer-Driven Marketing

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As call center customers demand more attention, call center solution vendors must support data mining models and other information objects to dynamically track, reflect and modify each individual s portfolio. One solution is to build a robust predictive profile based on the customer’s Lifetime Value (LTV). Many different types of data mining techniques can be combined to meet this challenge. This paper explores the solutions to using knowledge discovery methods in integrated inbound/outbound call center environments, focusing on how and when to use each method interactively. Significant performance gain was reported on a customized knowledge acquisition system over a conventional approach.