Category: (3) eTOM Process Type
Process Identifier: 1.3.1.1
Original Process Identifier: 1.1.1.22.1
Maturity Level: 4
Ensure that all information, materials, systems and resources are available so that the Customer Interface Management processes can operate effectively, when a contact with a customer occurs.
The purpose of the Support Customer Interface Management processes is to 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. 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 could be in updating agent scripts, IVR announcements, Web pages, etc. Customer Interface Support processes keep up to date all information concerning customers. These processes undertake trend analysis on customer contacts, e.g. type, frequency, duration, outcome.
Reserved for future use.
Reserved for future use.
Reserved for future use.
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.
The purpose of the Support Customer Interface Management processes is to 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. These processes undertake trend analysis on customer contacts, e.g. type, frequency, duration, outcome.
Reserved for future use.
Reserved for future use.
This was created from the Frameworx 16.0 Model