Adaptive Customer Service Assurance - Measuring and Managing the Level of Customer Service Quality

Adaptive Customer Service Assurance - Measuring and Managing the Level of Customer Service Quality

RELEASE DATE
18-Feb-2011
REGION
North America
Research Code: D563-00-E2-00-00
SKU: IT01841-GL-MR_11596
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$2,450.00

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SKU
IT01841-GL-MR_11596

$2,450.00

$1,837.50save 25 %

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Description

This week’s SPIE defines the CEM-CSA relationship and explains why increasing customer trouble reports over problems with high network traffic volumes and user device issues are impacting revenue. The report discusses how measures of service quality through CSA methods are critical for CSPs to maintain good customer relationships, by delivering the right level of service quality for the type of services a customer may use. It also describes how one CSA solution supplier—Accanto Systems—is working to better enable a CSA-centric approach to customer satisfaction management.

Table of Contents

Introduction

Customer Experience Management Has Multiple Parts

CSA is More Than a One Size Fits All Approach

Accanto Systems Adaptive CSA Solution

Case Example - CSA Monitoring by Customer Type; Then Network Node

CSA Example - CSA Monitoring by Network Area; Then Customer Group

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Related Research
This weeks SPIE defines the CEM-CSA relationship and explains why increasing customer trouble reports over problems with high network traffic volumes and user device issues are impacting revenue. The report discusses how measures of service quality through CSA methods are critical for CSPs to maintain good customer relationships, by delivering the right level of service quality for the type of services a customer may use. It also describes how one CSA solution supplierAccanto Systemsis working to better enable a CSA-centric approach to customer satisfaction management.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number D563-00-E2-00-00
Is Prebook No