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

Related

More from The Editors

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls