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Using Case Management to Empower Employees and transform Customer Service
Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees.
Traditional approaches to customer service using CRM and automated workflows are failing because they do not consider the power of the employee. And attempts to automate the employee out of the customer service equation have backfired.
This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.