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Customer-focused service management for contact centers

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4 Author(s)
Bhide, M. ; IBM Research Division, India Research Laboratory, Plot-4, Block-C, Institutional Area, Vasant Kunj, New Delhi, India 110070 ; Negi, S. ; Subramaniam, L.V. ; Gupta, H.

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.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Journal of Research and Development  (Volume:53 ,  Issue: 6 )