Case Management (Clarify Front Office)

[viRus]

Hi Everyone,

I work for a call center that supports endusers using Clarify Frontoffice as a CRM tool. Job is technical in nature and this is the first time we have been exposed to Case Management.

Our previous LOB's included Chat & Email Management. As a novice in Case Management, I would like to know more about it.

Any articles recommended !!!

Thanks

[kennethvc]

Are you working in operations or in client services? If you are directly tracking cases or are you reporting to clients based on the report of operations?

That is a question with a very wide scope as we deal with case management depending on the department we are in, but basically the data flow management stems from operations so I think you are asking from the side of operations.

Need clarification on your question! =)

cheers,

kenneth