Most contact center modernization fails because organizations buy the right technology in the wrong order.
The Contact Center Evolution Model sequences investment so every dollar builds on the last. Kurt Hamm, author of The Right Order, helps contact centers get the sequence right.
Levels are earned, not purchased
Each level is defined by what your operation can do, not by what technology it owns. Buying a Level 3 platform does not make you a Level 3 operation.
Phone lines ringing desks in sequence. No routing intelligence, no queue visibility, no metrics.
ACD with skills-based routing, 100% call recording, real-time dashboards, tested failover.
IVR that resolves contacts, Agent Assist, workforce management, quality management. Containment is measured.
Email, chat, SMS, and virtual agents on a unified platform with one knowledge base.
AI-driven routing, 100% quality review, predictive analytics, proactive outreach.
The economics are not subtle
For an operation handling one million contacts a year, each one-point improvement in containment is worth roughly $80,000 annually. Sequencing decides whether you capture that value or pay for platforms that cannot deliver it yet.
Built under fire, not in a slide deck
The pandemic surge
A state unemployment agency saw claims explode from 2,000 to 87,000 a week while its on-premises platform collapsed. Kurt deployed a cloud contact center in 90 days and scaled from 200 to more than 1,200 agents without losing service levels.
Fixing what vendors broke
Failed CX implementations hemorrhage money and credibility. Kurt diagnoses the architectural failures, rebuilds stakeholder trust, and delivers working solutions after the vendors walk away.
The Right Order
How to modernize the contact center without wasting the money. The full model, the economics, and a realistic three-year roadmap.