Efficiency and Effectiveness Evolution (E3) Spectrums®
We developed the Efficiency and Effectiveness Evolution (E3) Spectrums® tool to help contact centers assess how they are doing today and then chart the path to a desired future state. It evaluates the current state against a set of specific criteria that define one of four levels toward best practices. Areas subject to consideration include:
- Strategy
- Organization
- Operations & Processes
- CC Support
- Workforce Management
- Quality Monitoring
- Training
- Metrics
- Facilities
- Architecture
- Routing
- Reporting & Analytics
- Other Tools
- Self-Service
- Agent Desktop
- Technology Support
Use this guide as a starting point for discussion as your team develops its short-, medium-, and long-term plans.