TROUBLESHOOTING AT THE CALL CENTRE: A KNOWLEDGE

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1. TROUBLESHOOTING AT THE CALL CENTRE: A KNOWLEDGE

TROUBLESHOOTING AT THE CALL CENTRE A KNOWLEDGE BASED APPROACH Megan Vazey and Debbie Richards Computing Department Macquarie University megan excelan com au richards ics mq edu au ABSTRACT The key focus of the customer call centre is effective and efficient resolution of customer problems Keeping staff and clients happy by streamlining call centre workflow is integral in achieving this end We propose to extend a knowledge representation and acquisition technique know
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