Skip to main content
BPM for Customer Service and Support A Clear and Concise Reference

BPM for Customer Service and Support A Clear and Concise Reference

$359.00
Availability:
Paperback: 290 pages. FREE delivery.
Adding to cart… The item has been added

What does the BPM for Customer Service and Support: A Clear and Concise Reference include?

The product includes a 60-plus file digital playbook delivered by email within 24 business hours. It contains approximately 30-40 XLSX spreadsheets (calculators, scorecards, dashboards) and 20-30 PDF guides, briefings and runbooks organised into Platinum Tier centrepieces, getting-started, self-assessment, requirements, models, processes, performance, quality, sustainment, advanced topics and reference sections, plus a README and onboarding note.

Are you still struggling with fragmented service processes, missed SLAs and costly customer churn because your BPM framework for Customer Service and Support is out-of-date? Without a clear, actionable reference you risk failed audits, regulatory penalties, lost contracts and a competitive disadvantage that erodes profit margins. The BPM for Customer Service and Support: A Clear and Concise Reference eliminates those risks by giving you a ready-to-use playbook that instantly aligns every support workflow with organisational goals and customer expectations.

What You Receive

  • 00_Platinum_Tier centrepiece files (PDF master operations playbook, XLSX 90-day adoption roadmap, PDF implementation template, XLSX anti-pattern catalogue, XLSX outcomes dashboard, PDF incident-response runbook) - provides executive-level guidance and measurable roadmaps to drive transformation within three months.
  • 01_Getting_Started guide (PDF) - a step-by-step onboarding document that gets your team up and running in under an hour.
  • 02_Self-Assessment and Diagnostics (XLSX worksheets) - maturity assessments, diagnostic matrices and gap-analysis tools that pinpoint process inefficiencies in minutes.
  • 03_Requirements and Goal-Setting templates (PDF & XLSX) - stakeholder-mapping and goal-definition files that ensure strategic alignment before any change work begins.
  • 04_Models and Frameworks (PDF) - comparison matrices and decision tools covering Lean, Six Sigma and BPMN to help you select the right methodology for each service scenario.
  • 06_Processes and Execution (13-17 XLSX files) - implementation playbooks, RACI charts, interview scripts and execution worksheets that standardise every support activity.
  • 07_Performance and KPIs (XLSX dashboards) - real-time measurement dashboards that track SLA compliance, first-contact resolution and customer satisfaction.
  • 08_Quality and Governance (PDF & XLSX) - audit-prep checklists, policy templates and oversight tools that safeguard you against non-compliance.
  • 09_Sustainment and Improvement (PDF) - continuous-improvement frameworks that embed a culture of optimisation.
  • 10_Advanced Topics (PDF case archives) - scenario libraries and best-practice case studies from leading global service organisations.
  • 11_Reference and Quick Cards (PDF) - at-a-glance cheat sheets for rapid decision-making on the shop-floor.
  • README.md and CUSTOMER_EMAIL.txt - onboarding notes that ensure you locate and use every file within 24 business hours of purchase.

How This Helps You

  • Identify hidden process bottlenecks > Reduce average handling time by up to 30% > Preserve revenue that would be lost to delayed resolutions.
  • Standardise service workflows > Accelerate onboarding of new agents > Avoid costly re-work and training overruns.
  • Track KPI trends in a single dashboard > Demonstrate compliance to auditors > Prevent regulatory fines and contract penalties.
  • Apply a 90-day roadmap > Achieve measurable improvement milestones > Gain stakeholder confidence and protect market share.
  • Leverage anti-pattern catalogues > Pre-empt common failure modes > Reduce incident frequency and protect brand reputation.

Who Is This For?

  • Customer Service Operations Managers who need a repeatable process framework.
  • Support Centre Directors responsible for SLA compliance and service quality.
  • Head of CX (Customer Experience) looking to embed BPM discipline across all touchpoints.
  • Service Design Leads tasked with redesigning support journeys.
  • Process Improvement Analysts specialising in contact-centre optimisation.

Choose the BPM for Customer Service and Support playbook today and turn process chaos into a competitive advantage. Your next audit will be a showcase, your customers will stay loyal, and your organisation will thrive.

!