M3 Playbook > Phase 5: Operations > 5.8 Manage Integrated Contact Center
5.7 Conduct Continuous Process Improvement
5.9 Monitor and Update Service Level Agreements (SLAs)
5.8 : Manage Integrated Contact Center
Process and Service Delivery
Objective
Provide service and assistance to customers in Operations & Maintenance (O&M).
View Lessons LearnedRecommended Best Practices
-
Provider
Provide customer care for issue resolution and escalation according to service level agreement (SLA) metrics
-
Shared
Coordinate escalated requests between customer and provider
-
Shared
Document frequent issues and make appropriate requirement changes and training adjustments
5.8 Lessons Learned
- Define mandatory requirements clearly and align with SLAs
Stakeholders
Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.Customer
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
- Functional Lead
- Functional SME
- Training Lead
- Change Management Lead
- Communications Lead
Provider
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
- Functional Lead
- Functional SME
- Training Lead
- Change Management Lead
- Communications Lead
Inputs
- Service Level Agreements (SLAs)
- Contact Center Strategy
Outputs
- Service Level Agreements (SLAs)
