Your mission defines your company’s purpose, customers, and the desired customer experience. Your mission statement helps guide decisions across the organization in each department. The contact center uses this statement to steer decisions about the best way to deliver contact center services.

Your strategy describes a tactical plan that aligns all departmental tasks, policies, procedures, and measurements to carry out the mission. Ideally, the contact center is part of the organization’s overall strategy to achieve success.

Consider the organization’s mission and strategy when implementing new contact center technology. This detail allows contact center leadership to create a compelling business case for technology acquisition and implementation. 

When there is a clear connection between the mission and strategy of the organization and the work performed by the contact center, you can:

• Create a productive and positive organizational culture.
• Attract and retain valuable talent.
• Improve employee productivity and encourage employees to meet performance targets.

Questions

Discuss the following questions with your team:

• Does the mission statement accurately describe your company’s purpose? Does a publicized company strategy exist? Are the company mission and strategy aligned?
• Do employees across the organization and within the contact center understand how they contribute to the company’s mission and help fulfill the company strategy? How is the company’s mission communicated and reinforced with employees?
• Are critical company decisions, processes, policies, and metrics aligned with the company’s mission and strategy? What about in the contact center?
• Is the contact center adequately resourced with people and technology to deliver the organization’s mission and support the strategy?

Actions

Take the following actions before moving to the planning phase: