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Roles and responsibilities

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Please answer the following questions:

  1. What department and/or who is responsible for the quality of contact handling in your CCC?
  2. How does this department interact with the WFM department?
You can answer the following questions together with a colleague:

  1. Are strategic, tactical and operational WFM processes implemented?
  2. Please describe your organizations strategic, tactical and operational processes.
  3. Are they implemented as separate processes or are they integrated?