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IWS Project Service Excellence Mohammed Alabdalii (Create a meaningful…
IWS Project
Service Excellence Mohammed Alabdalii
IT Solution
Introducing CC system
New call type: IWS-JPC
Provide practical data to input
Contact Center workflow sub-project
Automated solutions to increase efficiency
53%
increase in
CC performance
Increase average calls:
780 to 1654 per day
Create a meaningful and cost effective program
define CC support
define JPCs responsibility
Workflow process
Monitoring and reporting
DOM and to monitor
Compliance with minimum standards
QMS
IMF
Auditable contract compliant solution
IWS evaluation report
CC system report
Communication between CC and Ops