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Revision as of 09:38, 13 April 2014
What Is A Resource Optimization Center
The Resource Optimization Center, or "ROC" is a business unit tasked to support the creation and adoption of “best practices” needed to maximize Customer Care resources. A typical ROC mission statement is to:
Drive efficiency and maximize Customer Care resources through improved forecasting, call routing, workforce utilization, 3rd party allocation and oversight, and dynamic resource management.
A ROC unit will normally build off of key WFM functions:
- Forecasting Aggregation & Validation
- Call Routing Oversight, Call Routing Skill Template Management
- Real-Time Monitoring and Incident Management
- Third Party Forecasting & Real-Time Monitoring
- Bi-directional Interface with other departments (marketing, billing, NOCs, etc)
- IVR Monitoring and Customer Experience Management
- WFM Best Practice Playbook
Below are sample areas that a ROC might be tasked with:
- Develop an Event Management methodology
- Disaster Recovery Planning
- Fixed Cause-Effect Fishbone
- ROC Deployments and NOC Deployments
