How to Use a Touch Point in a Call Center

I like the way that he presents or breaks down this into a structure, a hierarchy and saying that we have the journey which unfolds over time. So his touch points examples are sign up, reserve a car, begin rental and get help support for possible touch points. And then a touch point he also calls a macro interaction. When you say about call center, when call center uses a touch point, it actually means a channel,. but actually it's kind of more a macro interaction than it's a big one.