ITIL is a service lifecycle framework that defines certain roles and processes within a service organization. An agile development model (such as Scrum) is based on multiple teams working together interdependently. Can an organization use the ITIL service framework and Scrum agile development practices together? […]
There are four practices of the modern contact center: Customer Experience, Workforce Experience, Business Intelligence, and IT Operations. Every contact center is concerned with Customer Experience – or, at least, every contact center SAYS that it is concerned with customer experience. But real concern for customer experience goes beyond self-service menus and call surveys. [...]
Within a contact center, there are four domains; we call them “practices.” Those four practices are Customer Experience, Workforce Experience, Business Relevance, and IT Operations. […]
Almost twenty years ago in his book Building the New Enterprise, Harris Kern proposed that the difference between IT success and failure lies in three areas: people, processes, and technology. For each sector of the IT market and for each type of service provided, the requirements on people, processes, and technology must change. The requirements [...]