Hans Becker, Frank Schmidt, et al.
Photomask and Next-Generation Lithography Mask Technology 2004
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.
Hans Becker, Frank Schmidt, et al.
Photomask and Next-Generation Lithography Mask Technology 2004
Robert G. Farrell, Catalina M. Danis, et al.
RecSys 2012
Lerong Cheng, Jinjun Xiong, et al.
ASP-DAC 2008
Minkyong Kim, Zhen Liu, et al.
INFOCOM 2008