Which of the following best describes the customer-contact matrix? ANSWER Unselected It is the extent to which a customer is present in the process. Unselected It involves pure face-to-face interaction within a quality framework. Unselected It is the starting point for evaluating and improving the quality of a process. Unselected It includes process divergence on one dimension and flow on the other. Unselected I DON'T KNOW YET