Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Business
A Survey Of Schema Matching Research, Roger Blake
A Survey Of Schema Matching Research, Roger Blake
Roger H. Blake
Schema matching is the process of developing semantic matches between two or more schemas. The purpose of schema matching is generally either to merge two or more databases, or to enable queries on multiple, heterogeneous databases to be formulated on a single schema (Doan and Halevy 2005). This paper develops a taxonomy of schema matching approaches, classifying them as being based on a combination schema matching technique and the type of data used by those techniques. Schema matching techniques are categorized as being based on rules, learning, or ontology, and the type of data used is categorized as being based …
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Roger H. Blake
This paper proposes an operational business intelligence system to help achieve operational excellence in insurance call centers. We apply a decision tree based solution to collected data using a sliding window approach. Our solution provides two distinct advantages to call center managers. First, the decision trees allow managers to recognize key factors and the role they play in determining service levels. Second, our sliding window approach allows managers to see the effects on service levels of resource reallocation. Collected data from a large U.S. insurance company is analyzed. Initial results provide good insight into factors affecting this firm’s call center …