National Association of Call Centers

Business Process Mapping Part 1

Business Process Mapping Part 1
May 10, 2012
By: David L Butler, PhD
Executive Director, National Association of Call Centers
www.nationalcallcenters.org


For the past several years an issue within the contact center industry continues to be brought to my attention. The issue is that of business process mapping, or process mapping as I sometimes call...

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Business Process Mapping Part 2

Business Process Mapping Part 2
May 13, 2012
By: David L Butler, PhD
Executive Director, National Association of Call Centers
www.nationalcallcenters.org
This is a second post of series. To see the first post in this series go to Business Process Mapping Part 1 on May 10, 2012.
In the absence of a clear and deliberate effort to map out the business...

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