The contact center is the primary customer-facing hub of every organization. Transformation of that all-important hub occurs under the guidance of HCLTech by applying our Customer Service Implementation Maturity Model (IMM).

HCLTech’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 HCLTech examine each of the Model’s 5 stages, as well as the key benefits realized.