1.0Institute for Data Sciencehttps://carleton.ca/cuidscuthemeedtr5https://carleton.ca/cuids/author/cuthemeedtr5/rich600338<blockquote class="wp-embedded-content" data-secret="Kzd2We5AkR"><a href="https://carleton.ca/cuids/event/survival-analysis/">Survival Analysis and Contact Centers: Helping Customers Get the Attention They Need, by Nick Evans, Shopify</a></blockquote><iframe sandbox="allow-scripts" security="restricted" src="https://carleton.ca/cuids/event/survival-analysis/embed/#?secret=Kzd2We5AkR" width="600" height="338" title="“Survival Analysis and Contact Centers: Helping Customers Get the Attention They Need, by Nick Evans, Shopify” — Institute for Data Science" data-secret="Kzd2We5AkR" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" class="wp-embedded-content"></iframe><script type="text/javascript"> /* <![CDATA[ */ /*! This file is auto-generated */ !function(d,l){"use strict";l.querySelector&&d.addEventListener&&"undefined"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!/[^a-zA-Z0-9]/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret="'+t.secret+'"]'),o=l.querySelectorAll('blockquote[data-secret="'+t.secret+'"]'),c=new RegExp("^https?:$","i"),i=0;i<o.length;i++)o[i].style.display="none";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute("style"),"height"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):"link"===t.message&&(r=new URL(s.getAttribute("src")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener("message",d.wp.receiveEmbedMessage,!1),l.addEventListener("DOMContentLoaded",function(){for(var e,t,s=l.querySelectorAll("iframe.wp-embedded-content"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute("data-secret"))||(t=Math.random().toString(36).substring(2,12),e.src+="#?secret="+t,e.setAttribute("data-secret",t)),e.contentWindow.postMessage({message:"ready",secret:t},"*")},!1)))}(window,document); //# sourceURL=https://carleton.ca/cuids/wp-includes/js/wp-embed.min.js /* ]]> */ </script> Abstract As a customer support contact centre scales, it learns more about the types of problems its customers encounter. These problems fall onto a quadrant graph. On one axis, contacts can range from simple to complex. On the other axis, contacts can range from low business value to high business value. To better serve its […]https://carleton.ca/cuids/wp-content/uploads/sites/245/NickShopify.png563517