DePaul University's Central Contact Center: Using Quality Assurance Tools for R&D
Empowering contact center excellence for 30 years!

DePaul University's Central Contact Center: Using Quality Assurance Tools for R&D

This video podcast features the DePaul University Central Contact Center and its fascinating 8-year journey to better serve its students.

Susan Leigh, Associate Vice President, Enrollment Management & Marketing and Associate Professor, Liberal Arts and Sciences, presents a case study of how the University initiated and evolved its Central Contact Center. The case study provides an in-depth look at DePaul’s pre-contact center research, site visits, early contact center models, technology implementation and finally the DPCL as it is known today.



Topics: Learning & Development, Site Operations, People Management, Customer Experience

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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