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Go beyond the blind adoption of best-practice frameworks. No simple formula exists for improving service desk maturity. Use diagnostic tools to assess the current state...
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The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.
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The Social Media Opportunity Assessment Tool is designed to identify achievable goals in three social media target areas: sales, marketing, and customer service.
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Use this tool to generate a customized shortlist of vendors based on the capabilities your organization requires in a Customer Service Knowledge Management (CSKM) platform.
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A Request for Proposal allows an organization to provide vendors with a detailed account of the requirements and the expected capabilities of the desired suite. Create a...
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To successfully implement a Customer Service Knowledge Management (CSKM) platform, ensure that you hire the right people with the right skills to serve as full-time...
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Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their...
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Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A...
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Establishing a Social Media Steering Committee is an important component of the implementation of a social media strategy. This charter outlines its purpose, agenda,...
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Use this tool to support your business in conducting an objective evaluation of the CSM vendors being considered for procurement. Consider each suite's functional...
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