David S. Kung
DAC 1998
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.
David S. Kung
DAC 1998
Rajiv Ramaswami, Kumar N. Sivarajan
IEEE/ACM Transactions on Networking
Fan Zhang, Junwei Cao, et al.
IEEE TETC
Robert E. Donovan
INTERSPEECH - Eurospeech 2001