Kaoutar El Maghraoui, Gokul Kandiraju, et al.
WOSP/SIPEW 2010
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. © 2009 IBM.
Kaoutar El Maghraoui, Gokul Kandiraju, et al.
WOSP/SIPEW 2010
Donald Samuels, Ian Stobert
SPIE Photomask Technology + EUV Lithography 2007
Elliot Linzer, M. Vetterli
Computing
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RecSys 2012