Improving the AHT in Telecommunication Companies by Automatic Modeling of Call Center Service.

Henrique de Castro Neto, Rita Maria da Silva Julia, Elaine Ribeiro de Faria Paiva, Andr Carlos Ponce de Leon Ferreira de Carvalho, Anisio Pereira Santos Junior, Diansley Raphael Santos Peres, Etienne Silva Julia, Jony Teixeira de Melo, Umberto Maia Barcelos, Josiane Esteves de Assis

Browse the full EPIA paper archive.