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Master the Multi-Site Contact Center: A Management Model that Works

Published: Dec 19, 2013

Pages: 12


Managing multiple contact centers is complex. ICMI, together with HP have outlined eight best practices to assist in the multi-site integration strategy.

The growth of support site locations has largely been organic, driven by the needs of a specific geography or
business unit. Companies have been investing as needed and often without a larger strategic integration plan,
focusing instead on meeting local demands. At a point, however, leaders realize that there are efficiencies to
be gained by standardizing operations and processes across multiple sites.

Download this whitepaper and gain insight on these multi-site driven topics and more:

  • Strategic Road Mapping
  • Shared Services
  • Program Management Office
  • Performance Management System
  • Optimized Reporting¬†

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