Paste description for search engines here.




NOTICE: The browser you are using is not capable of rendering this website correctly. Click here for more information.

Online Services | Methodology


Sagatori’s THEM 2 methodology breaks through the old “People, Process, Technology” model to better represent the complexities of customer interaction. The methodology also allows for inter-dependencies between streams.

In Contact Centre Services, the elements of THEM 2 are used as follows:

TECHNOLOGY: This stream covers all technology related aspects of a contact centre and would typically include items such as computer infrastructure, computer hardware, computer software, telephony, voice networks, natural language speech recognition, interactive voice response, and more. Technology may also involve certain aspects of enabling security efforts.

HUMAN: This stream covers all of the human related aspects of a contact centre and would typically include items such as recruitment, staff retention, reward and recognition, training, job descriptions, payroll, organisational structures and more.

ENVIRONMENT: This stream covers all of the environmental related aspects of a contact centre and would typically include items such as building selection, desking, seating, floor plans, sound management, lighting, colour, break-out rooms, perimeter to core considerations, building security and more.

MANAGEMENT STRATEGIC: Strategic Management would typically include items such as governance, strategic planning, measurement, budgets, campaign management, customer satisfaction modelling and more.

MANAGEMENT OPERATIONAL: Tactical management would typically include such items as workforce management, business process ownership, reporting, tactical response plans, contingency trigger controls, and more.