Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

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.