Aberdeen’s New Contact Center Maturity Model
Between competing priorities for lower costs, digital transformation, automation, remote work, and better customer satisfaction, it can feel impossible to ever take a step back and assess your strategic progress as a contact center.
But you may never really be able to tackle these priorities until you do so.
That’s why UJET and Aberdeen have teamed up to present an all new Contact Center Maturity model.
Join us as contact center experts, Omer Minkara, VP, & Principal Analyst, Contact Center & Customer Experience Management, Aberdeen and Baker Johnson, CMO, UJET introduce this all new framework for assessing your current operations, and outlining your blueprint for future success.
We’ll cover the four key categories that help define and manage an organization’s level of maturity, and how you can take practical steps to improve for each:
- Interaction Management
- Agent Productivity & Performance Management