Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
The Right Order: How to Modernize the Contact Center Without Wasting the Money

The Right Order: How to Modernize the Contact Center Without Wasting the Money

Hamm, Kurt

Paperback

Business GeneralManagement

ISBN13: 9798199485838
Publisher: Independently Published
Published: Jun 1 2026
Pages: 188
Weight: 0.57
Height: 0.40 Width: 6.00 Depth: 9.00
Language: English
Most contact center modernization fails not because of bad technology or insufficient budget. It fails because organizations invest in the wrong capabilities at the wrong time.

They add digital channels before optimizing voice. They deploy AI before their knowledge base is coherent. They implement workforce management before their routing is reliable. The technology works. The sequence is wrong. The economics suffer.

The Right Order gives contact center directors, operations executives, and implementation partners a framework for getting the sequence right - grounded in cost-per-interaction economics, not technology hype.

The book introduces the CC Evolution Model: five levels of operational maturity that describe what a contact center can actually do, not what platform it owns. Each level is a prerequisite for the next. An organization that buys Level 4 AI capability while operating at Level 2 does not advance. It acquires an expensive platform it cannot use.

  • Level 0 - Hunt groups and manual routing. No queue visibility. No metrics.
  • Level 1 - The foundation: ACD, skills-based routing, call recording, real-time dashboards. Everything else depends on this layer.
  • Level 2 - Efficiency and deflection: IVR self-service, Agent Assist, workforce management, quality management. This is where containment rate becomes the primary economic lever.
  • Level 3 - Digital channels: email, chat, SMS, intelligent virtual agents. Added correctly, on a stable foundation. Added out of sequence, they create compounding operational debt.
  • Level 4 - AI-native operations: predictive analytics, proactive outreach, 100%-reviewed quality management. The destination, not the starting point.

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