Chapter 3: Sketching Your Contact Flows

Since you have discovered all your call center's objectives from the business stakeholder, it's now time to sketch out your contact flows. The reason that I recommend defining them now is that it will help you with estimating costs. With a conventional call center, all your costs will be related to minutes on the phone. However, with Connect, there are many more services at your disposal. The costs for these additional services should be included in your financial analysis for the overall project. In addition to helping you with cost estimation, sketching out your contact flows now helps you to demonstrate the actions callers will take visually. This picture will help people within your company understand the project better as a whole.

Before we can cover how to sketch out the contact flows, we must cover some basics about contact flows themselves. There are several types of contact flows and several components that create the flows...