Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management.
Marko JänttiPublished in: PROFES (2009)
Keyphrases
- incident management
- customer support
- service quality
- service providers
- customer satisfaction
- information technology infrastructure
- situation awareness
- technical support
- call center
- high tech
- information technology
- case study
- electronic commerce
- real time
- web services
- world wide
- decision making
- customer service
- information systems
- user satisfaction
- databases
- expert systems
- data analysis