Strategy, business processes, organization, reporting and metrics, technology, facilities
Performance Management (a.k.a., Performance Optimization)
Strategy, workforce management, quality, training, analytics, technology
Workforce Management
Organizational strategy, forecasting, scheduling, real-time management, reporting & analytics, technology
Peak Season Coverage
Strategy, organizational readiness, personnel management, technology use & optimization
Quality Monitoring
Strategy, recording, monitoring and scoring, feedback and coaching, calibration, reporting, continuous improvement
Voice of the Customer
Strategy, level of effort, feedback and coaching, calibration, continuous improvement
Work From Home
Strategy, personnel selection, personnel management, technology
Technology Support and Management
Strategy, technology design and support, technology management, sample list of support processes
Technology Monitoring and Testing
Monitoring and health checks, testing, test environment, testing progression