Matthews, C. E. (1999). Diagnostic Technology for Customer Service Organizations, October 14, 1999.
This paper is a brief discussion of the diagnostic tool technology that is currently available for customer service organizations. Not only will this paper address the range and capabilities of different systems that are available, it will also compare the impacts to the operation of the customer service organization that are caused by these tools. Because different companies have different needs, one single solution for everyone does not exist. Therefore, I conclude with a discussion of tradeoffs among the different types of available tools.