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

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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

Adaptive Customer Service Assurance - Measuring and Managing the Level of Customer Service QualitySPIE 2011 #07 - February 18/2011IntroductionCustomer Experience Management Has Multiple PartsCSA is More Than a One Size Fits All ApproachAccanto Systems Adaptive CSA SolutionCase Example - CSA Monitoring by Customer Type; Then Network NodeCSA Example - CSA Monitoring by Network Area; Then Customer GroupStratecast - The Last WordAbout Stratecast




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