In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
The contact center is the primary customer-facing hub of every organization. Transformation of that all-important hub occurs under the guidance of HCL by applying our Customer Service Implementation Maturity Model (IMM).
HCL’s model is a five-stage process spanning three overarching objectives: Effective Change Management, Organizational Alignments, and Emphasis on End User and End Customer. Adhering to IMM best practices ensures a fundamental transformation of any business’s end-to-end service delivery framework.
In this infographic, customer service experts from HCL examine each of the Model’s 5 stages, as well as the key benefits realized.