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eBook

Remote Support Maturity Model

In the current environment where safety is paramount, social distancing is the norm, and every expense is scrutinized, remote support has moved from a nice-to-have service offering to a must-have one across industries. To be sure, remote support is not a new concept. For years, organizations have been attempting to resolve more of their customer’s issues remotely to boost overall effectiveness.

Full-on remote support cannot be built in a day. It is an evolutionary multi-phase journey that includes learning, adaption, education, just like other journeys in the digital transformation space. The Maturity Test allows you to evaluate the maturity of your remote support capabilities and help you understand qualitatively where you stand based on your organization’s goals.

The five levels of the model, each clearly explained, represent the next step on a proposed path towards fully implementing remote support capabilities across your organization. The outcome of the evaluation should highlight any gaps in your organization’s path to maturity and help form strategic decisions for future remote support goals and required technologies.

This report compiles a comprehensive Remote Support Capability assessment that helps you evaluate your organization’s remote support capabilities in your contact center and field services. By looking at the range of KPIs your organization measures, the remote support touchpoints and channels you offer to customers and employees, and the tools and technologies you utilize to provide remote support, you can evaluate the maturity of your organizations’ remote support capabilities.

 

Download the full report to start evaluating where you stand on the remote support spectrum.

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