Streamline Processes between Contact Centers

[ATMiddleton]

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.

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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.

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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.)

[UXCamG]

Error Reporting form (Draft)
QRG for VA Claims and Appeals Status Tool
Ground Rules for collaborative Teams Channel

[UXCamG]

Communication among tiers has been streamlined as ground rules have been established, and the Teams channel is open for discussion for all tiers.