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
18-Feb-2011
REGION
North America
North America
Research Code: D563-00-E2-00-00
SKU: IT01841-GL-MR_11596
$2,450.00
Special Price $1,837.50 save 25 %
In stock
SKU
IT01841-GL-MR_11596
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
Stratecast - The Last Word
About Stratecast
Popular Topics
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.
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | D563-00-E2-00-00 |
Is Prebook | No |