* Are our contact center objectives and measurements aligned with an overall customer-centric business strategy?* Is our contact center able to contribute to stronger long-term customer relationships while maintaining or reducing operational cost levels?

* Can we integrate data from various sources to create a single view of the customer for use in the contact center?

* Do our contact center agents have dynamic, real-time information about our customers?

* Are our agents able to easily find the information and tools they need to enhance customer satisfaction?

* Is our contact center technology enhancing the quality of customer interactions or just overloading agents with screens and data?

* Can we leverage the information in back-end/legacy systems to strengthen customer relationships?

* Are we able to tailor contact center interactions to the individual customer's value and situation?

* Are our contact center processes balancing the need for control with the need for accessibility in meeting customer requirements?

* Is the contact center able to exploit immediate feedback to keep interactions in step with customer needs?

Source: "The Center of the Customer-Centric Enterprise," a white paper from Convergys Corp.

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