In this Tip Guide, you will learn how collaboration and related approaches enhance dynamic case management, and how collaboration empowers not just a company’s caseworkers (and other “information workers”), but its customers as well.
It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
This Tip Guide offers practical advice for combining dynamic case management (DCM) and analytics to spot trends and glean other insights from case information. Readers will learn where the combination is likely to work best, where business process management (BPM) fits into the picture, and how to avoid problems in implementation.
This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies.
The current economic downturn requires a strategic approach to cutting IT costs, high-performance businesses successfully reduce overall costs sharply and for the long term, shifting spend toward IT capability and business growth.
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
This e-guide continues ebizQ.com's exploration of best practices in architecture and other aspects of case management. This installment describes how dynamic case management (DCM) is moving beyond its historical origins in the healthcare industry into other fields.