What should be aligned with the three pillars of shifting to scale?

The correct choice is aligned with the notion of ensuring that specific applications and processes within a contact center are designed and implemented to support scalability. Using real-world use cases allows organizations to identify the most effective ways to apply their resources, optimize workflows, and cater to customer needs at a larger scale. This approach ensures that the scaling process is practical and addresses the actual scenarios faced by the agents and their interactions with customers.

Choosing use cases as the focus makes it easier to develop a targeted strategy that enhances operational efficiency and customer experience, which are crucial when a contact center is scaling up. By defining clear use cases, organizations can create a streamlined process that is repeatable and sustainable, directly addressing the pillars of shifting to scale, which often emphasize standardization, efficiency, and continuous improvement.

Other options like customer feedback, agent training sessions, and technology upgrades are indeed important but do not necessarily serve as the foundational framework for scaling operations. While customer feedback informs improvements and training helps agents perform better, they do not provide the structured approach that use cases offer for aligning procedures and processes across a growing organization. Technology upgrades are also critical, but they need to be driven by clear use cases to ensure they are effectively implemented and utilized in a scaled environment.