Guide Contact Center Transformation Readiness Self-Assessment2 Are You Ready Report | Guide Contact Center Transformation Readiness Guide Chances are your organization has a consumer contact center that provides your consumers with a means to ask product questions or potentially raise issues associated with your brands. This contact center may be staffed with in-house staff or you may outsource the capability to specialists. It is also very likely that your contact center is viewed as a cost of doing business; a cost center whose metrics and KPIs are predicated on efficiency and cost savings. Historically, a contact center was not viewed by CPG enterprises as a differentiated capability—meaning consumers didn’t choose a brand based on the quality of the experience that the

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