Personalized Priority Policies in Call Centers Using Past Customer Interaction Information

2020 ◽  
Author(s):  
Brett Hathaway ◽  
Seyed Morteza Emadi ◽  
Vinayak Deshpande
2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Sunita ◽  
Urvashi Singh ◽  
Shalini Singh ◽  
Rajnee Sharma

The present study was conducted to examine the relationship between organisational stress and organisational citizenship behaviours (OCBs) in employees of call centers. The study also further explored as how stress at work set-up has negative impact on OCBs. A sample of 250 employees working in call centre of Gurgaon belonging to an age group of 25-30 years were selected on availability basis. All were working married couples living in nuclear families. Job stress survey (Spielberger & Vagg, 1999) and Organisational Citizenship Behaviour (Bateman & Organ, 1983) were administered. Data was analysed by using simple correlation and multiple regression. Results showed the negative relationship between organisational stress and OCBs. Results of regression analysis also exhibited the negative impact of stress on OCBs. The implications for the employees are discussed.


Author(s):  
Wei Wang ◽  
Wei Liu

Abstract Motivation Accurately predicting the risk of cancer patients is a central challenge for clinical cancer research. For high-dimensional gene expression data, Cox proportional hazard model with the least absolute shrinkage and selection operator for variable selection (Lasso-Cox) is one of the most popular feature selection and risk prediction algorithms. However, the Lasso-Cox model treats all genes equally, ignoring the biological characteristics of the genes themselves. This often encounters the problem of poor prognostic performance on independent datasets. Results Here, we propose a Reweighted Lasso-Cox (RLasso-Cox) model to ameliorate this problem by integrating gene interaction information. It is based on the hypothesis that topologically important genes in the gene interaction network tend to have stable expression changes. We used random walk to evaluate the topological weight of genes, and then highlighted topologically important genes to improve the generalization ability of the RLasso-Cox model. Experiments on datasets of three cancer types showed that the RLasso-Cox model improves the prognostic accuracy and robustness compared with the Lasso-Cox model and several existing network-based methods. More importantly, the RLasso-Cox model has the advantage of identifying small gene sets with high prognostic performance on independent datasets, which may play an important role in identifying robust survival biomarkers for various cancer types. Availability and implementation http://bioconductor.org/packages/devel/bioc/html/RLassoCox.html Supplementary information Supplementary data are available at Bioinformatics online.


2000 ◽  
Vol 19 (4) ◽  
pp. 255-264
Author(s):  
Wenhong Luo ◽  
David Cook ◽  
Jimmie Joseph ◽  
Bopana Ganapathy

Electronic bill presentment and payment (EBPP) provides an opportunity for firms to decrease their billing costs, while increasing their customer interaction. While many models exist, there is a dearth of information for determining which model would best fit customer characteristics and needs. This article examines the three primary models of EBPP, the characteristics of recurring bills, and customer concerns to develop an exploratory framework for determining which EBPP model a bill generating firm should deploy.


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