Methods
Methods
How-to pages and operational techniques. Each method is a repeatable procedure with inputs, steps, and expected outputs.
Pages (6)
Resource Optimization Center (ROC)
Resource Optimization Center (ROC)
A Resource Optimization Center (ROC) is a centralized command and control environment …
Real-Time Cause and Effect Fishbone
Cause and Effect Fishbone Diagram
Ishikawa diagrams (also called fishbone diagrams or cause-and-effect diagrams) are …
Next Generation Routing
Next-Generation Routing
Next-Generation Routing represents a paradigm shift from traditional skills-based routing to …
Multi-Objective Optimization in Contact Center
Multi-objective optimization in contact centers is the mathematical process of simultaneously optimizing multiple, often …
Level 1 Process Templates
Sample SOPs for Level 1
This packet turns the rhythm from Section 7.8 into three one-page SOPs you can run on Monday. …
Event Management
Event Management is a systematic methodology for detecting, classifying, responding to, and resolving operational …