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M3 Playbook > Phase 5: Operations > 5.8 Manage Integrated Contact Center

5.8 Manage Integrated Contact Center

Process and Service Delivery

Task Activities

  1. Provider

    Provide customer care for issue resolution and escalation according to service level agreement (SLA) metrics

  2. Shared

    Coordinate escalated requests between customer and provider

  3. Shared

    Document frequent issues and make appropriate requirement changes and training adjustments

5.8 Best Practices

  • Define mandatory requirements clearly and align with SLAs

Stakeholders

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)
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