Integrating the voice of customers through call center emails into a decision support system for churn prediction

@article{Coussement2008IntegratingTV,
  title={Integrating the voice of customers through call center emails into a decision support system for churn prediction},
  author={Kristof Coussement and Dirk Van den Poel},
  journal={Information & Management},
  year={2008},
  volume={45},
  pages={164-174}
}
We studied the problem of optimizing the performance of a DSS for churn prediction. In particular, we investigated the beneficial effect of adding the voice of customers through call center emails - i.e. textual information - to a churn-prediction system that only uses traditional marketing information. We found that adding unstructured, textual information into a conventional churn-prediction model resulted in a significant increase in predictive performance. From a managerial point of view… CONTINUE READING

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