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OSS/BSS, in telecommunications, refer to operations support system and business support system. The distinction emphasizes a separation of concerns between maintaining network operations and the business around which that network is built. Communications service providers support a broad
Business support systems (BSS) are the components that a telecommunications service provider (or telco) uses to run its business operations towards customers. Together with operations support systems (OSS), they are used to support various end-to-end telecommunication services (e.g., telephone services). [ 1 ]
The growth of self-directed cross-functional teams has influenced decision-making processes and organizational structures. Although management theory likes to propound that every type of organizational structure needs to make strategic, tactical, and operational decisions, new procedures have started to emerge that work best with teams.
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
The primary goal of CRM systems is integration and automation of sales, marketing, and customer support. Therefore, these systems typically have a dashboard that gives an overall view of the three functions on a single customer view, a single page for each customer that a company may have. The dashboard may provide client information, past ...
Customer support is an effective strategy that ensures that the customer's needs have been attended to. Customer support helps ensure that the products and services that have been provided to the customer meet their expectations. Given an effective and efficient customer support experience, customers tend to be loyal to the organization, which ...
A service system (also customer service system (CSS)) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. "Service system" is a term used in the service management, service operations, services marketing, service engineering, and service design ...
[1] [2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3] Qualifications include good communication, problem-solving, and computer skills. [1]