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Scope and applicability of the techniques described in the 'Managing Identity in Customer Service Operations' article #37

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iglazer opened this issue Apr 25, 2021 · 0 comments
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@iglazer
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iglazer commented Apr 25, 2021

is this strictly for end-customer CS scenarios? Can these techniques be applied to internal-CS scenarios and if so to what extent? The document primarily seems to focus on external CS scenarios but there are definitely hints of internal use cases too. That needs to be clarified and differentiated where required.

@hlflanagan hlflanagan added this to the BoK Issue 8 milestone Mar 7, 2022
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