Contact centre development model (CCDM)

Understand the current state of your contact centre and take steps to optimise its integration with your organisation

The Contact Centre Development Model (CCDM) is a practical, strategic planning tool that assesses a contact centre’s competence and capability against a set of operational and strategic criteria. The Model was developed to allow organisations to create their maturity roadmap and prioritise programmes and projects to achieve their objectives.

The Model also assists in identifying your strengths and weaknesses by measuring the current state of your contact centre against a set of maturity standards. We then develop a single, unified plan for the way forward.

The tool also creates a consensus view of the capability and aspiration of your organisation’s customer services operation, aligning different functional view points and requirements

 

> To find out more about the CCDM or any other of our CX consulting services, contact us here

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