WFO suites also include a number of additional high-value modules--coaching, surveying (enterprise feedback management), contact center performance management (CCPM
), and speech analytics--that have captured the attention of end users, particularly in North America.
* Project Management - CCPM
- Critical Chain Project Management
is an analytical approach to managing and improving the effectiveness, quality, and overall experience provided by the contact center.
On the other hand, if the purpose, benefits, and value proposition of CCPM
applications are made clear, then CCPM
's days of being a lesser-known process may be numbered.
Hilbert Robinson, a Critical Chain expert, supported a previous successful implementation of CCPM
at the US Navy's Pearl Harbor Submarine Base.
[24.] Van Vendeloo SN, Brand PLP, Verheyen CCPM
. Burnout and quality of life among orthopaedic trainees in a modern educational programme: Importance of the learning climate.
Ahmad attributed the increased throughput to three major initiatives: following Critical Chain Project Management (CCPM
) principles; increasing accuracy of the bill of materials, which generates the demand signal for parts and materials; and accelerating the pace of engineering investigations.