All successful businesses must learn to balance short-term needs with long-term objectives. But in the fast-paced environment of a customer contact center, this is often easier said than done. Changes occur so frequently that processes become splintered. It becomes difficult to pinpoint where the tactical side of the operation is contributing to, or deterring from, the achievement of strategic goals.

This article explains how a contact center assessment can bridge this critical gap. It walks you step-by-step through the four assessment phases-preparation, implementation, analysis, and closure-describing the tasks and outcomes that are critical to each. You will learn how to structure and conduct assessments that align your tactical operations with your strategic objectives.