Our Contact Centre Development Model is a strategic tool that helps you better understand your contact centre’s current state of development. The process assesses the current and future state of operations, industry best practice, relative strengths and weaknesses, and roadmap requirements.

Working with your organisation’s key stakeholders from customer service, HR, IT, finance, marketing, and your digital channels we analyse both operational and strategic criteria to arrive at a comprehensive assessment of your current operations and future goals.

We evaluate your contact centre’s state of development through a comparison with the four development stages – basic, co-ordinated, integrated, and optimised – and by assessing how it compares to industry standards.

Our understanding of contact centre trends is derived from our Global Contact Centre Benchmarking Report. Our expert consultants draw further insights from our experience of working with over 200 contact centres over the last 15 years to implement the Contact Centre Development Model.

They’ll work with you on your roadmap requirements, planning, and project prioritisation to help you transform your contact centre in the digital age.