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.
引用
收藏
页数：12
相关论文
共 50 条
  • [1] Fundamentals of customer-focused management: Competing through service
    Magnusson, PR
    INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2005, 16 (02): : 210 - 212
  • [2] Customer-focused and service-focused orientation in organizational structures
    Gebauer, Heiko
    Kowalkowski, Christian
    JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 2012, 27 (07) : 527 - 537
  • [3] Integrated Customer-Focused Network Management: Architectural perspectives
    Feldkhun, L
    Marini, M
    Borioni, S
    INTEGRATED NETWORK MANAGEMENT V: INTEGRATED MANAGEMENT IN A VIRTUAL WORLD, 1997, : 17 - 30
  • [4] Moving to a customer-focused organisation: A knowledge management perspective
    Shanks, Graeme
    Knowledge Management in Context, 2001, : 219 - 222
  • [5] Recognizing and realizing the value of customer-focused property management
    Sanderson, Danielle Claire
    Read, Dustin C.
    PROPERTY MANAGEMENT, 2020, 38 (05) : 749 - 764
  • [6] Customer-focused performance measures
    Tarnoff, PJ
    ITE JOURNAL-INSTITUTE OF TRANSPORTATION ENGINEERS, 2005, 75 (05): : 33 - 36
  • [7] CUSTOMER-FOCUSED QUALITY FOR 1994
    YEAGER, RL
    PIMA MAGAZINE, 1994, 76 (02): : 13 - 13
  • [8] Becoming a customer-focused manufacturer
    Budraitis, A
    CHEMICAL PROCESSING, 2002, 65 (03): : 10 - +
  • [9] THE CUSTOMER-FOCUSED QUALITY LEADER
    BRAGAR, J
    QUALITY PROGRESS, 1992, 25 (05) : 51 - 53
  • [10] A customer-focused reliability approach
    den Ouden, E
    Lu, Y
    Ganesh, N
    Geudens, W
    ANNUAL RELIABILITY AND MAINTAINABILITY SYMPOSIUM, 2005 PROCEEDINGS, 2005, : 207 - 213
12345