Searching for Answers - Rebuilding Support Functions from the NOC to the Contact Center

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This SPIE outlines the drivers for changing support models and, as a result, support systems (B/OSS) to deliver timely, accurate answers that enable support staff to provide a higher level of customer service while still managing costs. This is an area that will evolve in the coming months and years as CSPs implement new support strategies. This SPIE is not intended to be a comprehensive discussion of those strategies, but rather the drivers that make exploring and implementing them even more important now.

Table of Contents

Searching for Answers - Rebuilding Support Functions from the NOC to the Contact CenterSPIE 2009 #23 - June 19/2009IntroductionWhat CSPs Are up AgainstMore Data Isn't Always Better - Sometimes It's Just MoreTaking on the TransformationEmbrace ChangeStratecast - The Last WordAbout Stratecast




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