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4: Call Management

Well-managed infrastructures do far more than simply log problems in their call centers. Technicians in these environments track, age, and escalate calls; they pinpoint root causes; solicit customer feedback; and analyze trends, patterns, and relationships between problems, changes, and other factors. Call management is really the cornerstone of a sound problem-management philosophy. Marginal infrastructure organizations often don't see or understand the integrated relationships between problem management and those of change management, capacity management, performance management, and service-request management.

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