Resources

White Papers & Articles

Giving Insight

Learn how Resolve improves business processes and customer service in different industries, keep on top of important trends, and go in-depth on Resolve technology.

 

Article Right Type of System

THE RIGHT TYPE OF SYSTEM

Explore the notions of Relationship and Task focused Case Management, specifically what that means about the type of system an organisation might design.

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Article-3-Reasons-To-Invest-In-Embedded-BI-Today

WHAT IS THE ROLE OF THE CASE MANAGER

In most solutions Resolve has deployed over the last 20 years, a key management philosophy has been that a case must have a Case Manager or ‘owner’ who is accountable for case management and resolution. Not always, but more often than not. In a traditional workflow, work is routed through various roles, and the Case Manager usually has total visibility and total control within the confines of policy implemented in workflow. Are there alternatives where the Case Manager is not solely accountable?

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Article-3-Reasons-To-Invest-In-Embedded-BI-Today

3 REASONS TO INVEST IN EMBEDDED BUSINESS INTELLIGENCE TODAY

Just like mum telling you to eat your greens, or your partner prompting you to finally make that dreaded dentist appointment, implementing a Business Intelligence (BI) solution is a good idea – it sometimes just requires some subtle stimulus.

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Article-Communicating-Effectively-at-Work

COMMUNICATING EFFECTIVELY AT WORK

Effective communication skills distinguish great leaders in business and in politics. We spoke with Nicole Cullen, communications and conflict management expert to get some tips on navigating successful communications at work.

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 Article-Getting-the-Best-Business-Benefit-from-Customer-Complaints

GETTING THE BEST BUSINESS BENEFIT FROM CUSTOMER COMPLAINTS

Managing complaints and resolving customer issues can be a stressful and thankless task, especially when the business benefits, although generally well-recognised, are seldom expressed in clear financial terms.

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Article-Collaborative-Problem-Solving-Using-RCA

COLLABORATIVE PROBLEM SOLVING USING ROOT CAUSE ANALYSIS

Root Cause Analysis (RCA) is a critical skill to be taught and facilitated within organisations in order to minimise risk and improve efficiency. It is no longer good enough for organisations to respond to problems when they arise.

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White-Paper-Top-Issues-in-Complaints-Handling

TOP ISSUES IN HANDLING COMPLAINTS AND THE PATH TO SUCCESSFUL COMPLAINT MANAGEMENT

The idea of providing good customer service and having a robust complaint handling process is easy to embrace but can be tricky to implement. Most companies already have a few practices in place to handle complaints, however few run smoothly due to some common issues.

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White-Paper-Top-Tips-Complaints-Management

TOP TIPS TO CHOOSE THE RIGHT COMPLAINTS MANAGEMENT SYSTEM

When looking for a complaints management system, organisations need to understand their own needs, consider the functionality of the proposed solution, and assess what the vendor or provider is bringing to the table.

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White-Paper-No-Accident

DELIVERING HIGH PROFESSIONAL STANDARDS IS NO ACCIDENT

Dynamic Case Management for Ethical Standards in Emergency Services Organisations.

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White-Paper-Benefits-Case-Management

UNDERSTANDING THE BENEFITS OF A COMPLAINTS MANAGEMENT SYSTEM

There is one certainty with respect to Complaints… every organisation receives them! How companies choose to react to these complaints makes all the difference between a mediocre organisation and a market leader.

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