Category: (4) eTOM Process Type
Process Identifier: 1.3.1.1.1
Original Process Identifier: 1.1.1.22.1.1
Maturity Level: 4
Not used for this process
elementEnsure that there is capability (for example, information, materials, systems and resource) so that the Customer Interface Management processes can operate effectively when a contact with a customer occurs. Examples are information on how to handle unusual requests based on temporary situations, systems needed to accept and track customer contacts, requests for the provisioning of additional resources where it has been identified that current levels will impact on timely contact handling. These processes are responsible for implementing generic and specific changes to customer interfaces. This support includes localization support and personalization support, and it could be in updating agent scripts, IVR announcements, Web pages, etc. Customer Interface Support processes keep up to date all information concerning customers.
Not used for this process element
Not used for this process element
Not used for this process element
Examples are information on how to handle unusual requests based on temporary situations, systems needed to accept and track customer contacts, requests for the provisioning of additional resources where it has been identified that current levels will impact on timely contact handling. This support could be in updating agent scripts, IVR announcements, Web pages, etc.
Ensure that there is capability (for example, information, materials, systems and resource) so that the Customer Interface Management processes can operate effectively when a contact with a customer occurs.These processes are responsible for implementing generic and specific changes to customer interfaces. Customer Interface Support processes keep up to date all information concerning customers.
Not used for this process element
Not used for this process element
This was created from the Frameworx 16.0 Model