Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data

arXiv:2304.11754v2 Announce Type: replace-cross
Abstract: In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with companies in recent years. However, contact centers face operational challenges, since the measurement of common proxies for customer experience, such as knowledge of whether customers have abandoned the queue and their willingness to wait for service (patience), are subject to …

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