Customer Service Management (CSM) Implementation
Learn and practice various tactical skills and strategies that will prepare you to implement CSM.
In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation.
Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.
Course topics include:
- Implementing Customer Service Operations, including:
- Communication channels, case types, and CSM Agent Workspace
- Implementing Customer Engagement, focusing on the customer portals
- Implementation Preparation Best Practices, including Now Create® and Organizational Change Management (OCM)
Implementing Performance Management, particularly how it pertains to measuring and managing CSM