Contact Center Maturity Model

The need to mature the contact center

Delivering best-in-class customer service that helps your organization fulfill its purpose

It used to be organizations with high-quality products reigned supreme. Great products got customers in the door and kept them coming back again and again. But now, quality is table stakes, and experience rules the roost.

Consumers are looking to support sustainable and responsible organizations that have what they need when they need it. Moreover, they've grown to expect swift ordering processes, seamless self-service options, personalized recommendations, multiple engagement channels and real-time help when resolving an issue. 

Delivering this kind of best-in-class customer experience (CX) starts by closely examining the contact center. In many cases, it's the only place where interactions happen between an organization and its customers, patients, fans and constituents. When optimized correctly, the contact center can be a rich hub of customer insights and a contributor to customer satisfaction, sentiment and loyalty. When it's not, it can be disastrous for customer and agent retention, costs, and overall business growth.

By focusing on customers' needs and expectations, the agent experience, and the right technologies to enable it all, organizations can mature their contact center strategy to ensure happy customers and agents while fulfilling their company's mission.