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Data Mining in Call Centers: The Overlooked Interaction between Employees

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2015 ASEE Annual Conference & Exposition


Seattle, Washington

Publication Date

June 14, 2015

Start Date

June 14, 2015

End Date

June 17, 2015





Conference Session

Emerging Computing and Information Technologies II

Tagged Division

Computing & Information Technology

Page Count


Page Numbers

26.439.1 - 26.439.12



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Paper Authors


James Lohse Holladay Labs

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Jim Lohse is a Computer Science student at UVU interested in Data Science and Machine Learning for the technical support industry.

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Reza Sanati-Mehrizy Utah Valley University

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Reza Sanati-Mehrizy is a professor of Computer Science Department at Utah Valley University, Orem, Utah. He received his M.S. and Ph.D. in Computer Science from the University of Oklahoma, Norman, Oklahoma. His research focuses on diverse areas such as: Database Design, Data Structures, Artificial Intelligence, Robotics, Computer Aided Manufacturing, Data Mining, Data Warehousing, and Machine Learning.

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Afsaneh Minaie Utah Valley University

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Afsaneh Minaie is a professor of Computer Engineering at Utah Valley University. She received her B.S., M.S., and Ph.D. all in Electrical Engineering from University of Oklahoma. Her research interests include gender issues in the academic sciences and engineering fields, Embedded Systems Design, Mobile Computing, Wireless Sensor Networks, Nanotechnology, Data Mining and Databases.

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A Study of Ubiquitous Database Systems for Embedded SystemsAbstract:The area of Embedded Systems Design has been gaining a tremendous growth in recent years. Amajor aspect of this growth has been the addition of networking technologies and operatingsystems, and database management systems to embedded systems. Embedded systems haveapplication in many areas such as automotive/transportation, government/military, medicalequipment, telecommunications, avionics/aeronautics, aerospace electronics, office automation,data-communication, industrial automation, and consumer electronics. About 98% of all the 32-bit microprocessors currently in use worldwide are used in embedded systems.The remarkable growth in embedded computing has given rise to a demand for engineers andcomputer scientists with experience in designing and implementing embedded systems.Embedded system design is currently not yet well represented in academic programs. Mostcomputer engineering programs teach programming and design skills that are appropriate for ageneral-purpose computer operating under the control of a commercial operating system ratherthan for more specialized embedded systems.The ultimate goal of ubiquitous computing is to place computers everywhere in the world andprovide ways for them to connect, communicate, and work together. Similarly, ubiquitousdatabase systems will make data available everywhere. The ubiquitous database system offersanyone with the technique to retrieve information directly from the real world objects. In orderto share information across organizations, the ubiquitous database becomes a multi-databaseenvironment.There is a great need to embed database technology into various lightweight computer devices.Smartcard database can meet some requirements of embedded applications. However, there arelots of limitations in computing capacity and volume, which make it too difficult to meetrequirements of some applications with smartcard. Fortunately, the development ofsemiconductor industry allowing more and more transistors to be fabricated on a single chipmakes it possible to implement microcontrollers which can be defined as a computer on a singlechip. It will be possible that the database system be embedded with the rest of the system on asingle chip.This paper will study the existing techniques toward the development of Ubiquitous DatabaseSystems for Embedded Systems.

Lohse, J., & Sanati-Mehrizy, R., & Minaie, A. (2015, June), Data Mining in Call Centers: The Overlooked Interaction between Employees Paper presented at 2015 ASEE Annual Conference & Exposition, Seattle, Washington. 10.18260/p.23778

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