Customer-focused service management for contact centers

被引：1
作者：
Bhide, M. [1 ]
Negi, S. [1 ]
Subramaniam, L. V. [1 ]
Gupta, H. [1 ]
机构：
[1] IBM Res Div, India Res Lab, Inst Area, New Delhi 110070, India
来源：
IBM JOURNAL OF RESEARCH AND DEVELOPMENT | 2009年 / 53卷 / 06期
关键词：
VOICE;
D O I：
10.1147/JRD.2009.5429037
中图分类号：
TP3 [计算技术、计算机技术];
学科分类号：
0812 ;
摘要：
Customer-focused service management results when contact center metrics are based on the customer's expectations. Today, contact centers are a primary touch point between a customer and an enterprise. We identify customer communications, business intelligence, service improvement, and business impact as the four main components of service management. Using real life examples, we show that the voice of the customer is the main driving force for each of these components.
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页数：12
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