IT

talent architecture concept
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As you can imagine, there are many leadership areas in which CDAOs focus on collaboration with HR, recruiting, and technology. In their role as the leader of the data analytics (DA) practice and as executive general manager for the firm, current concerns for CDAOs revolve around recruiting, management, and retention of DA talent.

With more firms adopting the center of excellence (COE) and practice model (often Agile at Scale practice models) for data analytics (DA), success begins with designing and implementing a world-class talent architecture.

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Quality management concept
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“Do more with less.”

This seems to be top management’s mantra these days. Contact centers’ performance is intensively measured, often down to the second, with KPI data such as average handling time (AHT) or first contact resolution (FCR).

With so much data available, the pressure is on to shave seconds off of call lengths and solve more problems the first time around.

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testing methodologies concept
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You receive a patch (with release notes) to fix a couple of bugs in your ERP. Do you really need to test, or can you just install the patch? If you install without testing, then you introduce the risk of having unintended results/consequences. Does that risk outweigh the time savings of not testing?

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