Please use this identifier to cite or link to this item:
http://hdl.handle.net/1942/22770
Title: | Analyzing customer interactions at the Dutch Employee Insurance Agency | Other Titles: | Does work.nl work? | Authors: | JANSSENSWILLEN, Gert CREEMERS, Mathijs JOUCK, Toon MARTIN, Niels SWENNEN, Marijke |
Issue Date: | 2016 | Source: | 12th International Workshop on Business Process Intelligence 2016, Rio de Janeiro, Brasil, 18 - 22 September 2016 | Abstract: | This paper examines the interactions between clients of the Dutch Employee Insurance Agency UWV and their website werk.nl. The interactions taken into account are visits to the website, messages sent, questions asked and complaints filed. The analysis includes a characterization of clients based on their demographic aspects as well as their behaviour. The study further creates an understanding of how people use the website and points out why clients move to more expensive channels, such as messages and questions, or why clients file a complaint. The insights suggest possible ways to improve the website and thereby avoid clients switching to other channels, eventually improving both the client-experience and the cost-effectiveness of UWV’s operations. | Document URI: | http://hdl.handle.net/1942/22770 | Link to publication/dataset: | https://www.win.tue.nl/bpi/doku.php?id=2016:challenge | Category: | C2 | Type: | Conference Material |
Appears in Collections: | Research publications |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
BPIC Submission 5 Janssenswillen, Creemers, Jouck, Martin, Swennen.pdf | Conference material | 2.05 MB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.