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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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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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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 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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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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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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London, ON 12 March, 2012 – Info-Tech Research Group’s recently released Customer Service Knowledge Management (CSKM) Vendor Landscape report names KANA and Moxie...
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Use this tool to generate a customized shortlist of vendors based on the capabilities your organization requires in a Customer Service Knowledge Management (CSKM) platform.
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To successfully implement a Customer Service Knowledge Management (CSKM) platform, ensure that you hire the right people with the right skills to serve as full-time...
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