Yao Qi, Raja Das, et al.
ISSTA 2009
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.
Yao Qi, Raja Das, et al.
ISSTA 2009
Erich P. Stuntebeck, John S. Davis II, et al.
HotMobile 2008
Rajeev Gupta, Shourya Roy, et al.
ICAC 2006
Inbal Ronen, Elad Shahar, et al.
SIGIR 2009