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PROCESS
Contact Center Service Blueprint
A service blueprint for a contact-center interaction maps the customer actions alongside frontstage (visible) and backstage (behind-the-scenes) activities and support processes, exposing where service breaks.
IntelligenceValue chainIndustryCross-industryPracticeOperationsFocus04 Transformation Blueprints
contact center service blueprintcustomer actions and the line of interactionsupport processes and physical evidencefail points, waits and service breakdownblueprint contact-centercontact-center interactionactions alongsidealongside frontstage