From the course: Managing a Customer Contact Center

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The contact center process

The contact center process

From the course: Managing a Customer Contact Center

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The contact center process

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- There are so many things going on in a contact center, so many components that are part of the environment. When thinking about quality and productivity improvement, many managers wonder, where do we get started? The contact center is a process operating within a larger process that's the organization. Let's look at what that means and what it tells us about where to make improvements. In quality terminology, a process is a system of causes. The contact center process is part of the organization, an expansive system of causes. An agent group is a system of causes within the contact center. And every interaction comprises its own system of causes. In fact, one part of an interaction, entering data, for example, is a process. It involves systems, a person, and a methodology. We asked a group of contact center managers from different organizations who came to a workshop to produce a visual of what the contact center…

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