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IBM Journal of Research and Development

Global Service Delivery Technologies   Abstract
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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 customerís 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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