Contact Center Consulting:
Our contact center maturity assessment model measures a contact center along 7 dimensions and benchmarks the performance against industry standards to identify and prioritize improvement opportunities. The “Seven degrees of Contact Center maturity” are:
Customer Experience
Infrastructure
7C Customer Experience Model
Comparison with Market Trends
Availability
Flexibility
Scalability
Agent Experience
Contact Routing
Empowerment
Corporate Citizenship
Capabilities
Segmentation
Priority
Escalation
Accessibility
Contact Management
Reporting
Consistency
Accessibility
Availability
Structure
Immediacy
Flexibility
Training
Computer Based Training
We start with the Customer Experience dimension with an analysis of the “Seven C’s of customer experience:
Similarly each of the dimensions is analyzed at a component level. A summary of the overall Contact Center performance is drawn along each dimension and compared against industry averages and best-in-class performance.
The client’s degree of deviation from the industry benchmarks is used to identify immediate and high opportunity areas. The benchmark comparison also helps quantify the benefits of each initiative, which, along with the investment requirements for the initiative, is used to compute the ROI for the effort.
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