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Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory
Eastern-European Journal of Enterprise Technologies
The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at thedoi:10.15587/1729-4061.2021.244976 fatcat:uv5skjs6cval3cqifgbwocboqm