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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 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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John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service...
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There are many ITSM solutions on the market today, but narrowing down the list to the most appropriate for your needs is tough. The "best solution on the market" may not...
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