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Take a business process management (BPM)-centric approach to model the desired future state of your customer service IT systems. Then develop an overall IT systems...
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Use this template to elevate the construction of your IVR call flow tree by creating customer personas that allow you to better understand your key demographic.
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This storyboard offers insight into impactful strategies and beneficial enabling technologies to implement in your interactive voice response (IVR) approach to improve...
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IVR approaches are being reimagined across industries as the desire to improve the customer experience becomes a primary focus. Use this deck to learn the proper...
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This tool will help you holistically assess multiple aspects of Customer Service-related IT assets. The outputs of the tabs in the tool will either serve as input for...
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The RACI chart assists you in organizing roles for carrying out project steps and ensuring that there are definite roles that different individuals in the organization...
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This template is designed to help you build a project charter in a timely manner.
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This tool serves to help project and management stakeholders visualize the implementation of Customer Service IT initiatives. It can also aid in the planning,...
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The acceleration of ecommerce has cemented Customer Service’s digital future. Use this research to build IT’s strategy for supporting Customer Service and enhancing the...
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This tool serves to outline and prioritize your customer goals and link their relevance and value to your Customer Service processes. It provides a list of customer...
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