Every year, CIO's and COO's rank "Improve Business Processes" as a top priority for their organizations. So why aren't more organizations diving in, documenting their processes and driving improvement? In short, because it's hard. Most companies don't have a standard approach for process definition and documentation.

Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers.

Listen as Rachel shares her experience and covers key learnings, with a specific focus on:

• Challenge - Working with heavily narrative oriented people, often generating pages on pages of documents
• Approach - Turning text based documentation into graphical diagrams to identify process opportunities
• Results - The ability to clearly centralize and standardize business processes across separate groups