This one page overview reflects now all the Best Pratices work together to provide Customer Delight which is most important factor for Call Centers. Any Questions contact Brian Hughes

1. Contact Center Process Linkage Map – Deliver
& Support
Training (Reoccurring Agent, Supervisor, Manager, Client Relationship, HR)
Change
Capacity Management Career Planning and Leadership Development
Planning
Project Recognition
Link to R&S
Management And
occurs only Compensation
when first Appreciation
Workload and Benefits
Placement staffing CC –
all other, link
to WFM
Promotion/
Job Code
Full-time Balanced Life
Performance Change
Acclimation
Eval-Scorecard
Workforce Recruitment/ and Performance
& Quality
Management Selection Training Management
Monitoring Separation –
Admin Exit
Student Intern Performance
& Part-time Improvement
(Career
Earned Commitment)
Headcount
Budget
Customer
Interaction
Management
Client Service Customer
Financial Escalation Customer
Legend: Contact Level (SLAs) Delight
Transaction Survey
Management Management
Gold box = Deliver (directly & consistently Processing
touching client & customers)
Green box = Support (necessary operations
Customer
indirectly or infrequently
Inquiry
touching client & customers
Management
Employee
Quality Assurance and Management Survey