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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.