A customer service unit in the telecom industry is a stressful and difficult work environment. The information is spread throughout many systems and it is not always easy to keep track of or use it in the most efficient way. The telecom industry has an especially complex IT architecture with a lot of information constantly being transferred.
The main purpose of this study is to create a first version of a telecom customer service model. This model will describe what information a customer service unit at a telecom company needs.
The model will also describe how IT should support the customer service unit with regards to what components are needed and how to use these components to deliver information efficiently.
To connect to the purpose we have performed a series of studies in the following areas:
- Questionnaire
- Observations
- Interviews
They have all been performed with selected personnel and experts at TeliaSonera Sundsvall. The results of these studies have been analyzed to answer their respective areas. What information the customer service unit need, what components they need and how to use these components.
In conclusion we have integrated all the results into a first version of a customer service information model. This model shows the relationships between each component and also what information they need at the customer service unit. Some major issues and technical aspects are also presented in this model.
Source: Uppsala University
Author: Henriksson, Alexander
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