The Contact Center Playbook is the key deliverable for the blueprint Choose a Right-Sized Contact Center Solution. This playbook intends to document each phase the working group completes throughout the blueprint, justifying every step toward a contact center solution. At key decision points during this process, the blueprint will direct the working group to paste specific findings and information into this playbook.

This playbook is a living document. Update and revise as needed, noting any changes in the revision history.

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