Sponsored by CSDP (Customer Service Delivery Platform)

Produced: July 14, 2011 

Presenters:
John Ragsdale, VP of Technology Research, TSIA
Jerry Edinger, President, CEO, CSDP

Event Summary:

Many organizations struggle with a lackluster service organization and want to take it to the next level, but are unsure how to start. Often companies will try to implement new software to help, but are disappointed with the results without addressing the required process changes. A more systematic approach is needed. Business process mapping can be used as a tool to align goals and objectives, develop more efficient and effective processes, improve key support metrics, and ensure success for new technology projects.

Listen to this 30-minute on-demand webcast to hear John Ragsdale, Vice President of Technology Research at TSIA, and Jerry Edinger, CEO of CSDP, address:

• The most common reasons for technology project failures
• Best practices in business process mapping
• The benefits of business process mapping including streamlining service operations and improving customer satisfaction
• Key metrics and benchmarks that can be improved

You’ll also learn the four critical steps in business process mapping and how redundancy in processes, systems and personnel can be minimized and customer interactions can be maximized.

Questions?
We are here to help. Contact Stacy Randolph at stacy.randolph@tsia.com.