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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 5: Operations
5.8 Manage Integrated Contact Center
5.7 Conduct Continuous Improvement
5.9 Monitor and Update SLAs
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Monitor operational performance to identify and implement process improvement opportunities.

Phase 5 GuidanceResponsible Party - Customer, Provider, Shared
Activities
1. Provide customer care for issue resolution and escalation according to service level agreement (SLA) metrics (P)
2. Coordinate escalated requests between customer and provider (S)
3. Document frequent issues and make appropriate requirement changes and training adjustments (S)

Inputs
• O&M SLAs
• Contact Center Strategy

Outputs
• Updated O&M SLAs
Stakeholders Update
• Business Owners (C, P)
• Program Manager (C ,P)
• PMO Lead (C, P)
• PMO Team (C, P)
• Functional Lead (C, P)
• Functional SMEs (C, P)
• Training Lead (C, P)
• Change Management Lead (C, P)
• Communications Lead (C, P)

Best Practice
• Define mandatory requirements clearly and align with SLAs