Contact Center Management

Definition

Contact center management is the management subactivity consisting of the cohesive collection of all tasks that are primarily performed to manage one or more related contact centers in order to fulfill their mission and to achieve their objectives.

Goals

The typical goals of the contact center management subactivity are to ensure that the:

• Stakeholder’s relevant needs and expectations are met or exceeded.
• Mission and objectives of the contact center(s) are met.

Objectives

The typical objectives of the contact center management subactivity are to ensure that its:

• Stages, producers, work units, and work products are properly planned.
• Scope is properly managed.
• Schedule is properly managed.
• Resources, both human and physical, are properly managed (e.g., adequately staffed with trained personnel).
• Costs are properly managed.
• Communication is properly managed (e.g., the contact center’s status is reported to its stakeholders).
• Relationships between organizations are properly managed.
• Work products are properly delivered.

Examples

Typical examples of the contact center management subactivity include:

• Management of a single contact center.
• Management of a set of related contact centers.

Preconditions

The contact center management subactivity typically may begin when the following conditions hold:

• The contact center has been implemented.
• The contact center management team is:
  • Initially staffed.
  • Adequately trained in contact center management.

Completion Criteria

The contact center management subactivity is typically complete when the following conditions hold:

• The contact center has been retired.

Tasks

The contact center management subactivity typically consists of the following teams performing the following tasks in an iterative, incremental, parallel, and time-boxed manner:

• Contact Center Management Team, which performs:
  • Communications Management
  • Cost Management
  • Delivery Management
  • Management Planning
  • Personnel Management
  • Relationship Management
  • Resource Management
  • Schedule Management
  • Scope Management
• Metrics Team, which performs aspects of:
  • Schedule Management (productivity and size estimation, time and effort estimation)
  • Communications Management (metrics communication)

Environments

The contact center management subactivity is typically performed using the following environment(s) and associated tools:

• Management Environment:
  • Management Tools
  • Documentation Tools
  • Configuration Management Tools

Work Products

The contact center management subactivity typically results in the production of all or part of the following work products in the management work product set:

• Contact Center Contract
• Contact Center Statement of Work
• Contact Center Management Plan
• Contact Center Documentation Plan
• Contact Center Work Breakdown Structure
• Contact Center Organization Chart
• Contact Center Job Description
• Contact Center Team Schedule
• Contact Center Master Schedule
• Contact Center Management Team Schedule
• Contact Center Budget
• Contact Center Status Report

Phases

The contact center management subactivity tasks are typically performed during the following phases:

Guidelines

• The contact center management subactivity is documented using the typical configuration for large contact centers. It is intended to be configured (i.e., instantiated, extended, and tailored) to meet the needs of specific contact centers.
• The preconditions of this activity should be the union of the preconditions of its constituent tasks.
• The completion criteria for this activity should be the union of the postconditions of its constituent tasks.