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If your processes are mired in a rigid infrastructure, you can't adapt the service experience at the pace of change required. If you can't measure the effect of your business processes, then how do you improve them?

Make sure you're managing service processes efficiently and aligning them with your business goals using these best practices for process orientation.
  1. Defining your processes
  2. Empowering business managers
  3. Facilitating business and IT collaboration
  4. Empowering knowledge workers
  5. Knowing your metrics
  6. Choosing technology that supports agility
  7. Establishing a center of excellence

KANA Software, Inc., KANA Software, Inc.:White Paper, 7 Best Practices for Business Process Management in Customer Service,
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