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The future of contact centre transformation

Contact centres in a time of uncertainty


Increase in calls for service since start of UK crisis.

To be ready for a future in which businesses must continuously outmanoeuvre uncertainty, firms need to realise the contact centre of tomorrow, today. That means thinking ahead to new capabilities and ways of working that will enable longer-term operational change.

Into the clouds

6 steps to transition and transform

1. Vision & target state

Workshop with relevant stakeholders to agree the future state vision and ensure alignment.

2. Process re-engineering & target operating model

Work with key stakeholders to re-engineer process and re-look at the target operating model for the digital contact centre.

3. Requirements, tech architecture & integration

Use as-is processes and future state vision to jointly define target state solution architecture.

4. Investment case

Build high level investment case, with breakdown of costs and ROI, to inform funding asks.

5. Roadmap & plan

Agree key principles for driving recommendations and define strategic roadmap for capability deployment.

6. End user journeys

Map as-is user journeys and translate target state capabilities into processes for customers and agents.

Accelerating innovation

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