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Streamline Processes between Contact Centers #97206

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13 tasks
ATMiddleton opened this issue Nov 14, 2024 · 0 comments
Open
13 tasks

Streamline Processes between Contact Centers #97206

ATMiddleton opened this issue Nov 14, 2024 · 0 comments

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@ATMiddleton
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Issue Description

As a contact center operations manager, I want to streamline the processes across all contact centers, so that we can improve efficiency, reduce response times, and deliver a consistent experience to all customers.


Tasks

  • Conduct a thorough review of the existing processes across contact centers (e.g., VEO).
  • Identify inefficiencies, bottlenecks, and areas of inconsistency in how tasks are handled across different locations or teams
  • Collect input from contact center managers, agents, and other key stakeholders on pain points and areas for improvement.
  • Research industry best practices for contact center operations (e.g., use of technology, communication workflows, performance metrics).
  • Develop standardized workflows for key contact center functions (e.g., call handling, escalation procedures, customer feedback collection).

Acceptance Criteria

  • A thorough review of existing processes across all contact centers has been conducted, and inefficiencies have been identified.
  • Standardized workflows for key functions (e.g., call handling, escalations) have been documented and approved by stakeholders.
  • A pilot of the new processes has been conducted, feedback has been gathered, and necessary adjustments have been made.

How to configure this issue

  • Attached to a Milestone (when will this be completed?)
  • Attached to an Epic (what body of work is this a part of?)
  • Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
  • Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
  • Labeled with Type (bug, request, discovery, documentation, etc.)
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