Tools

A focused team reviews a detailed RFP scorecard to objectively select the best customer support tool

How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)

Customer Experience

I’ve been on both sides of a software RFP more times than I’d like to count. I’ve written them as a buyer — for ticketing systems, CRM platforms, workforce management tools, knowledge base software. I’ve sat through the demos, scored the responses, run the procurement process, and lived with the consequences. What I’ve learned is […]

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Mindmap

Mind Mapping

Tools

What is Mind Mapping?  In its simplest form, it is a technique whereby you use a diagram to represent words and ideas.  Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion.  By arranging the elements intuitively according to their relative importance it is easy to

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