Edward M. L. Peters, Guido Dedene, Jonas Poelmans. Understanding Service Quality and Customer Churn by Process Discovery for a Multi-National Banking Contact Center. In Wei Ding 0003, Takashi Washio, Hui Xiong, George Karypis, Bhavani M. Thuraisingham, Diane J. Cook, Xindong Wu, editors, 13th IEEE International Conference on Data Mining Workshops, ICDM Workshops, TX, USA, December 7-10, 2013. pages 228-233, IEEE Computer Society, 2013. [doi]
Abstract is missing.