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Contact Center Experience - Mathtech, Inc.

Contact Center Experience

LOOKING TO IMPROVE YOUR CUSTOMER EXPERIENCE?

A Contact Center Road Map presents a clear vision and strategy for modernizing and implementing new capabilities, including new features, new services, and process improvements.

ROAD MAPPING PROCESS

  • Learn – What’s new, what are the best practices, what have others done and learned?​
  • Assess Strengths & Weaknesses – Where do we need to improve?​
  • Vision – How do we want to operate, what channels will we support, what problems do we want to address?​
  • Strategy – How will we accomplish the Vision? What changes do we need? What is our plan? What resources are available?​
  • Implement – Execute the Strategy​

Evaluate, measure, adjust…

CX-loop
CX-cust1

Assessing your current Contact Center operations requires an approach that organizes and identifies what you have …or want to have.

A model gives us a tool for:

  • Focusing our analysis
  • Describing plans to others
  • Ensuring completeness

MAPPING THE PRESENT AND THE FUTURE

Any strategy must assess the present state and define the future state

DOCUMENTATION

Road Mapping: Importance & Elements

Governance

Contact Center Components: Assessment Model

Assessment & Road Mapping

Assessment - Vision - Roadmap

Want to know how Mathtech can help you improve your Customer Experience?

Contact US