Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the environment it can be hard to know where to start!

To learn how to improve contact center management, we first have to understand what a contact center most fundamentally is. Simply put, it is a process operating within the larger process that is the organization. And what is a process? A system of causes, begun by an agent and carried about according to a certain methodology. This idea is key to understanding how and where to begin working on contact center management.

To learn more about why it’s so important to think of your contact center as a system of causes, check out my video The Contact Center Process in my LinkedIn Learning Course, Managing a Customer Contact Center.

The contact center process from Managing a Customer Contact Center by Brad Cleveland