Frank R. Libsch, Takatoshi Tsujimura
Active Matrix Liquid Crystal Displays Technology and Applications 1997
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.
Frank R. Libsch, Takatoshi Tsujimura
Active Matrix Liquid Crystal Displays Technology and Applications 1997
Raymond Wu, Jie Lu
ITA Conference 2007
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VLDB
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ACM/IEEE SC 2006