Contact Center Strategy
Our Approach
Strategic Value-Driven Contact Centers
Contact centers are among the most customer-facing functions within an organization. They are not merely operational structures, but strategic touchpoints that embody the customer experience and deliver on brand promise. At Magister Consulting, we position contact centers as platforms that nurture customer loyalty, engage on behalf of the company, and actively contribute to the sales funnel.
Unfortunately, many contact centers gradually lose their strategic alignment, becoming reactive operational units managed solely by efficiency metrics. This shift undermines long-term brand value creation. That’s why, before launching or enhancing a contact center, companies must answer these foundational questions:
How will the contact center support the brand promise?
What role will it play in the overall customer experience?
Through which mechanisms will it contribute to loyalty and revenue growth?
Magister’s CX Maturity Model: A Strategic Foundation for Contact Centers
Magister’s CX maturity assessment model helps organizations evaluate and grow their customer experience capabilities across three dimensions: strategic clarity (Define), operational capacity (Deliver), and organizational ownership (Drive). When applied to contact centers, this framework ensures both cross-functional alignment and a clear definition of strategic impact.
Each stage plays a critical role in grounding the contact center within a broader CX strategy:
Define: Clarify the contact center’s strategic role and align its scope of services with the brand promise.
Deliver: Design the technology infrastructure and customer journeys in full integration with service delivery requirements.
Drive: Ensure cultural alignment across teams, foster management ownership, and establish sustainable cross-departmental integration.
By adapting this model to contact center development, organizations move beyond transactional support and position their contact centers as experience-driven strategic assets.
Four-Dimensional Transformation: Operationalizing the CX Strategy
Magister puts the Define–Deliver–Drive model into practice across four key dimensions:
Service Scope: Clearly outlined in accordance with the brand promise and CX strategy, ensuring relevance to customer expectations.
Technology: Built with flexibility to accommodate evolving customer needs and enable innovation.
Management’s Role: Focuses on two essential aspects—cross-functional integration and the embodiment of cultural values within the contact center.
Culture: Shaped to reflect the brand's values in everyday interactions, from employee behavior to customer dialogue.
Together, these dimensions transform the contact center into a strategic entity that adds value both internally and externally.
The Fifth Dimension: Connection to the Sales Funnel
A contact center isn’t just a support function—it’s also a critical component of the sales funnel, much like a website. It has the power to guide customers toward decisions by delivering relevant information, building trust, and providing effective direction. Therefore;
While direct selling isn’t its core function, a contact center’s contribution to sales and loyalty must be measured and managed.
Its impact on revenue and retention should be evaluated using KPIs that reflect engagement quality and influence.
This “fifth dimension” redefines the contact center as a value-generating engine, not just a problem-solving utility.
The Journey with Magister
Magister Consulting empowers organizations to transform their contact centers into flexible, integrated teams that truly embody their brand promise. Our model doesn’t just address today’s needs—it equips companies to shape the future of customer experience.
