Contact Center Transformation Assessment Form
Assess your contact center’s current state, transformation readiness, and key improvement priorities.
Contact Center Profile
Company / Organization Name
*
Primary Contact Name
*
Primary Contact Email
*
example@example.com
Contact Center Type
*
Inbound
Outbound
Blended
BPO / Outsourced
Internal / Shared Services
Other
Approximate Agent Count
*
Please Select
1-25
26-50
51-100
101-250
251-500
500+
Primary Region / Time Zone
*
Please Select
North America (ET)
North America (CT)
North America (MT)
North America (PT)
Europe / UK
Middle East / Africa
Asia Pacific
Latin America
Australia / New Zealand
Other
Transformation Assessment
Current transformation stage
*
Planning
Early implementation
Mid-transformation
Advanced
Fully transformed
Overall digital maturity rating
*
1
2
3
4
5
Rate key transformation areas
*
Rows
1 - Very weak
2 - Weak
3 - Moderate
4 - Strong
5 - Excellent
Omnichannel capability
1
2
3
4
5
Workforce management
6
7
8
9
10
Quality assurance
11
12
13
14
15
Analytics/reporting
16
17
18
19
20
Automation/self-service
21
22
23
24
25
Agent tooling/integration
26
27
28
29
30
Customer experience consistency
31
32
33
34
35
Change management readiness
36
37
38
39
40
Goals and Success Measures
What are your top contact center transformation goals or priorities?
*
What desired outcomes, success metrics, or key challenges are blocking progress?
*
Submit Assessment
Should be Empty: