Review of Data Mining Techniques for Churn Prediction in Telecom

Telecommunication sector generates a huge amount of data due to increasing number of subscribers, rapidly renewable technologies; data based applications and other value added service. This data can be usefully mined for churn analysis and prediction. Significant research had been undertaken by researchers worldwide to understand the data mining practices that can be used for predicting customer churn. This paper provides a review of around 100 recent journal articles starting from year 2000 to present the various data mining techniques used in multiple customer based churn models. It then summarizes the existing telecom literature by highlighting the sample size used, churn variables employed and the findings of different DM techniques. Finally, we list the most popular techniques for churn prediction in telecom as decision trees, regression analysis and clustering, thereby providing a roadmap to new researchers to build upon novel churn management models

Review of Data Mining Techniques for Churn Prediction in Telecom

Telecommunication sector generates a huge amount of data due to increasing number of subscribers, rapidly renewable technologies; data based applications and other value added service. This data can be usefully mined for churn analysis and prediction. Significant research had been undertaken by researchers worldwide to understand the data mining practices that can be used for predicting customer churn. This paper provides a review of around 100 recent journal articles starting from year 2000 to present the various data mining techniques used in multiple customer based churn models. It then summarizes the existing telecom literature by highlighting the sample size used, churn variables employed and the findings of different DM techniques. Finally, we list the most popular techniques for churn prediction in telecom as decision trees, regression analysis and clustering, thereby providing a roadmap to new researchers to build upon novel churn management models

A review of natural language processing in contact centre automation

Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring business continuity, economic activity, and quality customer support. The pandemic has led to an increase in customer inquiries related to payment extensions, cancellations, and stock inquiries, each with varying degrees of urgency. To address this challenge, organizations have taken the opportunity to re-evaluate the function of contact centres and explore innovative solutions. Next-generation platforms that incorporate machine learning techniques and natural language processing, such as self-service voice portals and chatbots, are being implemented to enhance customer service. These platforms offer robust features that equip customer agents with the necessary tools to provide exceptional customer support. Through an extensive review of existing literature, this paper aims to uncover research gaps and explore the advantages of transitioning to a contact centre that utilizes natural language solutions as the norm. Additionally, we will examine the major challenges faced by contact centre organizations and offer reco

The First 25 Years of the Bled eConference: Themes and Impacts

The Bled eConference is the longest-running themed conference associated with the Information Systems discipline. The focus throughout its first quarter-century has been the application of electronic tools, migrating progressively from Electronic Data Interchange (EDI) via Inter-Organisational Systems (IOS) and eCommerce to encompass all aspects of the use of networking facilities in industry and government, and more recently by individuals, groups and society as a whole. This paper reports on an examination of the conference titles and of the titles and abstracts of the 773 refereed papers published in the Proceedings since 1995. This identified a long and strong focus on categories of electronic business and corporate perspectives, which has broadened in recent years to encompass the democratic, the social and the personal. The conference\u27s extend well beyond the papers and their thousands of citations and tens of thousands of downloads. Other impacts have included innovative forms of support for the development of large numbers of graduate students, and the many international research collaborations that have been conceived and developed in a beautiful lake-side setting in Slovenia

CORPORATE SOCIAL RESPONSIBILITY IN ROMANIA

The purpose of this paper is to identify the main opportunities and limitations of corporate social responsibility (CSR). The survey was defined with the aim to involve the highest possible number of relevant CSR topics and give the issue a more wholesome perspective. It provides a basis for further comprehension and deeper analyses of specific CSR areas. The conditions determining the success of CSR in Romania have been defined in the paper on the basis of the previously cumulative knowledge as well as the results of various researches. This paper provides knowledge which may be useful in the programs promoting CSR.Corporate social responsibility, Supportive policies, Romania

Business-to-Business (B2B) Media in UK: A mixed methods study using product variables to assess the impacts of social media on product strategies

Business-to-business (B2B) media, which used to be known as the trade press, has occupied one of the blind spots of media research. Digitisation has helped transforming B2B media from their old profile of trade magazines into a dynamic media sector producing multiple publishing and off-line products with different business models. Previous work on the digitisation of media focused on the mass media and neglected the B2B sector. This study addresses this gap by examining the impacts of social media as part of the forces of digitisation on the B2B media industry in the UK and how the industry has adjusted business strategies in response to the impacts. Literature study describes the uniqueness of B2B media in comparison with the mass media and develops an analytical framework which defines the B2B media via their core value proposition of helping audiences make money. To analyse the different ways B2B media attempt to provide this value proposition, the thesis develops a typology of B2B products using two variables: utility and timeliness. It also identifies and explained the third variable: confidentiality. Social media are found to provide audiences and users with the same utilities as B2B media do: information and connectivity. The analytical framework therefore speculates that social media may impact on different B2B products and companies either as a competition or supplement. The study then collects empirical data to understand how the real impacts of social media and digitisation are on the variables and product strategies of B2B media. Quantitative survey and qualitative interview data from B2B media practitioners reveal the strengths and weaknesses of social media to suggest that social media partially and weakly influence the different types of B2B media products on the timeliness and confidentiality variables but have no effect on the basic utility variable. The research participants consider social media not to be in competition and respond to the impacts of social media positively by using them as connectivity tools. The B2B media practitioners also control and adjust the timeliness and confidentiality variables of their product as part of their product strategy changes, which do not seem to be a direct response to social media, but to the peer competition and the disruptions from greater digitisation forces in the market. The conclusions of the study contradict the expectations of social media as a disruptive force to the B2B media. Instead, the data suggest a realistic allocation of internal resources by the industry to respond to the impacts of social media. As a pioneering study of its kind in the literature of media and media business research, this thesis defines the specific aspects of B2B media products and of the sector in the media landscape. The study contributes a comprehensive analytical framework with which it calls for future research of B2B media using audience, corporate structure, global markets, technology, and other perspectives