An effective target operating model creates clarity, alignment, and strategic direction for the contact center. By identifying an operating framework, the contact center is positioned to achieve its strategic priorities and become a source of competitive advantage.
Sharing what makes the contact center unique provides employees with a sense of purpose and a unified objective, which are great contributors in delivering a differentiated service experience.
Contact Center Target Operating Model Methodology
The foundation of target operating model emanates from four pillars: vision and mandate, people, process, and technology.