Charter

Charter

This charter describes how Contact Centers Community of Practice operates.

Purpose

The purpose of forming this community is quite simple. The University of Michigan is a challenging, complex, and evolving organization. Customers (faculty, staff, students) need help getting the information they need, whether it be directions or help with a process. There are multiple call/contact centers located throughout our 3 campuses, and often times they are called upon to assist a customer in an area that may not be familiar to them. We hope contact center managers will create open dialogue, share best practices, exchange information and serve as a sounding board for each other.

Facilitator

Karen Winston-Brown, karenh@umich.edu, ITS Infrastructure

Membership

Do you work in one of U-M's contact centers? If so, we want you to consider becoming a member.

Meeting Goals

• Tours and snapshot of various contact centers
• Share your team’s best practices
• Discuss challenges you are facing as a center
• Connect and share with colleagues from around the University
• Guest speakers
• Special discussion topics
• ...and more!

Responsibility and Individual Accountability

Members are expected to participate at meetings and participate in the Google+ Community .

In addition, they are expected to keep their information up-to-date at the Contact Center Who's Who Spreadsheet.

Communication Plan

Communication Plan: What to Expect?

Support Needed

We require interested and engaging members, as well as participation from attendees and a willingness to think outside the box to make U-M's contact centers better!