This process group covers running the day to day flow of customer contact. It includes forecasting contact volumes, building staff schedules, tracking how much of the workforce is used, and checking the quality of interactions between staff and customers. It also covers receiving, analysing, resolving and answering problems, requests and inquiries, spotting and passing on sales opportunities, and handling complaints end to end. Returns authorisation and processing, together with reporting incidents and risks to regulators, sit here as well.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.