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7 Best Practices for Business Process Management in Customer Service
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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.
Defining your processes
Empowering business managers
Facilitating business and IT collaboration
Empowering knowledge workers
Knowing your metrics
Choosing technology that supports agility
Establishing a center of excellence
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KANA Software, Inc., KANA Software, Inc.:White Paper, 7 Best Practices for Business Process Management in Customer Service,
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