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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.

Leadership fatigue can occur when we’re juggling a lot of balls, when our efforts and strategies at work fail to produce the required result, and when we’re working late nights and weekends for an extended period, etc. It can happen at any time, and has become more prevalent since the pandemic started.

Instead of suffering in silence or joining this non-movement labeled the Great Resignation, find a way that works for us to pause, reflect and refresh. And then come back for the next round and keep solving the problems by being at our best as a leader.

Here are some ideas to help.

Ideas to help us refresh leadership fatigue

Over the years, it has been learned that things can get more efficient and effective with small or little changes, even when all is well. We can employ activities that help our identify gaps, inefficiencies, and potential trouble areas that may not have seen.

Here are some ways to do that:

Customer experience & digital transformation are now going hand-in-hand and companies need to provide exceptional customer experiences if they need to succeed in today's crowded marketplaces. Customers also use many more digital channels than before and expect seamless journeys throughout their transactions and even while switching between channels. So how one stay ahead of the competition in does today's competitive environment and what are the new expectations of customers? What should be the customer experience strategy? Here is our take on how an organization can enhance its customer experience and satisfaction.

“What gets measured, gets managed.”

Executives in best-in-class organizations are 50% more likely than peers to access their service performance metrics and data.

Properly tracking and keenly focusing on metrics provides many benefits, including:

• Offering executives measurable business data and insight into the impact of daily activities
• Helping to influence business decisions based on real-time data
• Being able to assess and adjust operations based on the metrics
• Influencing CX positively in real time

The metrics that service organizations should focus on fall into two distinct and separate buckets – process-based and results-based metrics. Process metrics focus on specific areas that individuals in the service organization can directly influence. Results metrics are the outcomes of the processes, and they are typically customer satisfaction-based or financial in nature. A balance of process and result metrics provides the most insight into the overall performance of the service organization.

The rank and file of the service organization often has little ability to directly influence revenue and profit, so their focus should be on process metrics. Taking care of this is likely to lead to the improved financial results-driven metrics.