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Better Customer Service with Strong BPM Foundation

January 25, 2011 Leave a comment

Forrester’s analyst, Kate Leggett, highlights the 5 Key Capabilities for Customer Service in her blog.  As Kate points out, businesses in 2011 are refocusing on differentiating from competition and Customer Services is at the core of this initiative.  One of the 5 core capabilities mentioned in the blog is the strong business process management foundation:

Supporting agile customer service with a strong foundation of business process management.

Organizations are extending BPM to customer service to standardize service delivery, minimize agent training times, ensure regulatory and company policy compliance, and control costs.

Interstage BPM has a long history of enabling world’s best-in-class organizations improve their customer service to help achieve their business objectives.  Many of our customers have relied on our products to improve customer service by delivering outstanding service while improving efficiency, ensuring compliance, and reducing cost.  Case in point is one of the world’s largest financial institutions that used  Interstage BPM to automate new account processes.

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ACMJAM Discussion – Part 3 of 3

August 5, 2010 Leave a comment

We held a tweetjam on the subject of Adaptive Case Management (ACM) on July 15.  I have already posted part 1 and part 2.  Here is part 3. Read more…

ACMJAM Discussion – Part 1 of 3

August 3, 2010 Leave a comment

We held a tweetjam on the subject of Adaptive Case Management  on July 15.  I have been on vacation since then, and only now getting around to writing about it. What a big task!  In two hours 660 posts were made, many of them quite thought provoking.  After eliminating the duplicate RT posts, it still came to over 6000 words.  So it is going to take me three posts to get this all in.  Here is part 1. Read more…