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Visual Business Analytics: Using the Example of a Call Center

Author

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  • Pascal-Philipp Noellenburg

    (FOM University of Applied Science, Essen, Germany)

  • Arthur Dill

    (FOM University of Applied Science, Essen, Germany)

Abstract

In this article we will examine an approach to the analysis of semi-structured log data using the example of a call center as a subsection of a central corporate service center. In such data all events of a caller passing through the routing are stored. Consequently, it is possible to trace more precisely what the customer experiences during his call. However, this information is only available in semi-structured form. A little-known approach in Anglo-Saxon literature, the Visual Business Analytics (VBA), represents a holistic concept for achieving added value from semi-structured data. In the VBA, data is initially transformed and structured and then prepared for analysis purposes. The goal is to derive recommendations for supporting management decisions in a call center. In the further course, the development of the approaches of information representation is examined first, then the VBA is presented and applied to the log protocols in a call center. Finally, other call center applications of VBA are considered, and an outlook is given on other industries in which the use of VBA offers advantages.

Suggested Citation

  • Pascal-Philipp Noellenburg & Arthur Dill, 2022. "Visual Business Analytics: Using the Example of a Call Center," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(4), pages 7-16, May.
    • Handle: RePEc:mgs:ijmsba:v:8:y:2022:i:4:p:7-16
    DOI: 10.18775/ijmsba.1849-5664-5419.2014.84.1001
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    References listed on IDEAS

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    1. Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao, 2005. "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 36-50, March.
    2. Andrei Vasilateanu & Razvan Ene, 2018. "Call-Center Virtual Assistant Using Natural Language Processing and Speech Recognition," Journal of ICT, Design, Engineering and Technological Science, Juhriyansyah Dalle, vol. 2(2), pages 40-46.
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    More about this item

    Keywords

    Visual Business Analytics; Management decisions; Call center; Big data;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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