Contact Center CoE
E1023359
Contact Center CoE is a specialized center of excellence focused on optimizing customer contact operations, processes, and technologies across an organization.
Statements (72)
| Predicate | Object |
|---|---|
| instanceOf |
Center of Excellence
ⓘ
Organizational Unit ⓘ |
| aimsTo |
Improve Net Promoter Score
ⓘ
Improve customer satisfaction ⓘ Improve first contact resolution ⓘ Increase self-service containment ⓘ Reduce average handling time ⓘ Reduce contact center operating costs ⓘ |
| benefits |
Better visibility into contact center performance
ⓘ
Faster rollout of new contact center capabilities ⓘ Improved operational efficiency ⓘ More consistent customer experience ⓘ Reduced duplication of effort across business units ⓘ |
| collaboratesWith |
Customer Experience Team
NERFINISHED
ⓘ
Human Resources NERFINISHED ⓘ IT Department NERFINISHED ⓘ Operations Management ⓘ Product and Marketing Teams ⓘ Quality Assurance Teams NERFINISHED ⓘ Training and Enablement Teams ⓘ |
| definesStandard |
Contact handling procedures
ⓘ
Customer communication guidelines ⓘ Escalation paths ⓘ Quality evaluation criteria ⓘ Reporting and dashboard standards ⓘ Service level targets ⓘ Training curricula for agents ⓘ |
| focusesOn |
Contact Center Processes
ⓘ
Contact Center Technologies NERFINISHED ⓘ Customer Contact Operations ⓘ Customer Experience Optimization ⓘ |
| hasPrimaryGoal |
Improve service quality in customer interactions
ⓘ
Increase operational efficiency in contact centers ⓘ Optimize customer contact operations across the organization ⓘ Standardize contact center processes ⓘ Support digital transformation of customer service ⓘ |
| operatesAcross |
Multiple Business Units
ⓘ
Multiple Contact Channels ⓘ |
| responsibleFor |
Benchmarking contact center performance
ⓘ
Defining contact center KPIs and metrics ⓘ Defining contact center governance ⓘ Defining contact center operating model ⓘ Defining contact center strategy ⓘ Defining escalation and incident management processes ⓘ Defining knowledge management standards for contact centers ⓘ Defining quality assurance standards for customer interactions ⓘ Defining training standards for contact center staff ⓘ Defining workforce management standards ⓘ Driving adoption of best practices in contact centers ⓘ Driving continuous improvement in customer contact operations ⓘ Evaluating contact center technologies ⓘ Implementing contact center technologies ⓘ Monitoring contact center performance ⓘ Optimizing contact center workflows ⓘ Standardizing contact center processes ⓘ |
| supportsChannel |
Chat
ⓘ
Email ⓘ Self-Service Channels NERFINISHED ⓘ Social Media ⓘ Voice ⓘ |
| typicalScope |
Enterprise-wide contact center operations
ⓘ
Multi-region contact centers ⓘ Outsourced and in-house contact centers ⓘ |
| usesTechnology |
Analytics and Reporting Tools
ⓘ
Automatic Call Distributors ⓘ Chatbots and Virtual Agents ⓘ Contact Center as a Service Platforms NERFINISHED ⓘ Customer Relationship Management Systems NERFINISHED ⓘ Interactive Voice Response Systems ⓘ Knowledge Management Systems NERFINISHED ⓘ Quality Monitoring Tools ⓘ Workforce Management Tools ⓘ |
Referenced by (1)
Full triples — surface form annotated when it differs from this entity's canonical label.