Through the four capability areas of strategic planning, capability building, diversified operations and multi-modal interaction, as well as the 19 capability items and related capability sub-items corresponding to each capability domain, the organization's information technology service capabilities are integrated to build a customer contact center Operational capability model. Three evaluation tools, including evaluation key indicator value calculation, evaluation requirement score sheet, and evaluation grade classification, were used to evaluate 19 competency items in four competency domains: strategic planning, capacity building, diversified operations, and multimodal interaction of the customer contact center.
T/CCUA 022-2023 history
2023T/CCUA 022-2023 Evaluation specification for customer contact center operational capability