2021-09-08T10:24:33Z

2021-09-08

Default License

Visualisation

KNIME Analytics platform

masterThesis

2021-06-01

free

School of Science and Technology, MSc in Data Science

Currently for large corporations, customer attrition is a big issue and in fact one of the most critical issues. The overall success of the telecommunications business resulting from adequate provision of service, value for money, loyalty, and management of relationships is seen as customer satisfaction. The aim of this thesis is to have segmented customers based on their historical contact with the call center. The result can be further improved by using some algorithms that show how reliable the expected model can be for customer satisfaction and how segmented it can be. Another goal of the thesis is to aid Call Centers to have a better view of their customers based on with their interactions with a purpose to increase customers’ satisfaction and loyalty. It will be defined how important the customer experience is for the telecommunication companies, what factors can amplify the customer dissatisfaction and what impact those factors can have to the brand perception overall.

Drakaki, Maria

Magnisalis, Ioannis

ihu