Customer-focused service management for contact centers
by M. Bhide,
S. Negi
L. V. Subramaniam,
and H. Gupta
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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