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Published: Dec 19, 2013
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 orbusiness 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 tobe gained by standardizing operations and processes across multiple sites.
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