CX Discovery Notebook
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Contact Center Exploration & Discovery Workshops
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The Contact Center Discovery and Exploration workshops allow us to gain a clear perspective of your contact center operations. The discovery workshop is focused on developing an understanding of the current state architecture and IT support.
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I’ve attached a contact center survey to collect information and context in advance of the workshop and is also useful to develop business cases.
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# CX Exploration
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## Background
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How many distinct lines of business are supported in the contact centre?
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(eg, commercial, residential, retail, wholesale, etc)
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Are you using contact center for internal Uses such as help desk, finance, HR, etc.?
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What channels do you support?
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Apps
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Voice
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Video
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Chat
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SMS
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Email
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Social Media
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Digital Assistants
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Payment card/PCI?
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What are the availability SLAs or targets for your technology platform?
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Mini org chart
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Reporting structure
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- Executive leader
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What is the structure of decision making in their organization? Centralized or decentralized?
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- Who are the key decision makers for implementing a plan for changes to the contact centre?
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How important is CX & EX to your organization's strategy?
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- Is there an executive that is accountable for CX? CXO, CDO?
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Of your leading offers, what is the customer's top priority?
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Competitive pressures?
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Are their pending or recent acquisitions or spinoffs that require changes to their IT infrastructure and services?
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What do they view as the problems in their contact centre today and what are the primary causes?
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CX / Customer Success Leadership:
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Are your contact centers managed by the same person?
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- Managers:
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- Team Leads:
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- Agents:
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Who carries the cost of contact centre agents and supervisors?
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What revenue is generated by the contact center?
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Do you have KPI targets for CX?:
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CSAT:
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NPS:
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CES:
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How are you doing?
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Is there a VOC program in place?
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• ROI/business value known?
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• How do customers rate the experience they receive from your organization? 0-5
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What are the key features of their corporate culture?
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Is their a Voice of the Agent, or Employee satisfaction survey in place?
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- How are they doing?
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Automation strategy?
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Any inflight projects?
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- Any CX or EX improvement initiatives?
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Decision
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Channel management strategy?
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Are your customer experiences personalized?
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Do you have a clear set of design guidelines for CX?
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Personas
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Journey Mapping
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Tools:
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How are processes managed?
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## CX Strategy
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How is the value of Customer Experience defined within your organization?
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- CX is a key BPI, recognized & measured as a financial value
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Strategic Value
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What revenue is generated by the contact center?
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What are the key capabilities / services that are delivered by the contact centre?
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Proposition
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How are you using CX innovation to create market disruption?
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How are competitors using CX to create competitive differentiation?
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Organization Structure & Operating Model
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Is there an executive that is accountable for CX? CXO, CDO?
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Is there a CX team?
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Do the CX insights team regularly educate the business
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How are decisions made in the organization, is it centralized or decentralized?
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- Who are the key decision makers for investment and changes to the contact centre'?
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- Channel management strategy?
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Who carries the cost of contact centre agents and supervisors?
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Are they managed by the same person?
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What are the teams?
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How are processes managed?
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Describe your automation strategy. Are there any desires or goals related to the contact centre?
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- Who is your leader for Data & AI?
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Are there any inflight projects that would impact the contact centre?
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Are there recent or pending acquisitions or spinoffs?
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Insight
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How do you use analytics & data to generate a consolidated view of your customer experience?
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Is there a VOC program in place?
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• ROI/business value known?
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• How do customers rate the experience they receive from your organization? 0-5
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Approach
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Continuous Improvement
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How is customer insight used to drive CX improvement, loyalty and profitability?
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How do you anticipate needs?
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Do you have a clear set of CX design guidelines for CX?
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Personas
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Journey Mapping
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Tools:
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Do you have KPI targets for CX?:
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CSAT:
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NPS:
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CES:
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How are you doing?
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Employee Engagement
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Please describe you about your employee / Agent engagement strategy
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How engaged are your people in delivering the customer experience?
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Do you have a VoA/VoE program in place? How are you doing?
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## Channels
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May 6, 2025
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2:52 PM
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Inbound
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Hours of operation
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Who contacts the contact center? (Demographics, their situation)
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Are certain callers or groups prioritized?
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Languages?
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English
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Canadian French
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Spanish
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Video
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Average number of active agents:
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Voice
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Average number of active agents:
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Toll Free numbers & DIDs:
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Approximate quantities or a list
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Hours of operation? Any 24x7?
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Average Wait Time:
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Average Abandon rate:
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Average Handle Time:
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Average Call Hold Time:
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Average After work call time:
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Time to authenticate a caller:
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% of calls transferred?
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Internally?
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Externally?
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3rd parties handling certain types of calls, or being conferenced in?
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Courtesy Callback/Virtual Hold
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Post Call Survey
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First Call Resolution Rate?
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Average revenue per call (sales)?
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Email, range of logged in users:
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○ Response time:
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○ Email server
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Chat, range of logged in users:
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Web Chat Internal
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Web Chat External
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App Integration / embedded
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SMS
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Facebook Messenger
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WhatsApp
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Telegram
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iMessage
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Web Site Forms
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Mobile Apps
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Top 3-5 Inbound contact reasons and approximate % of calls:
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1.
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Cost Per call?
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Average Handle Time?
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Busiest days:
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Least busy days:
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Seasonal variances?
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What are your most difficult, commonly occurring calls?
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What is the easiest commonly occurring call?
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Outbound
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Hours of operation
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Voice, range of logged in users:
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Preview, volume
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Predictive dialer
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Email, range of logged in users:
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SMS, range of logged in users:
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Recorded announcement, ports:
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Self service applications
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Transfer to agent
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Live agent connect
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Campaign management
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DNC management
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Top 3-5 outbound contact reasons and approximate % of calls:
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1.
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After call work?
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## Agent & Supervisor Environment
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Location types:
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- WFH:
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- Offices:
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Hard phone
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Soft phone
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CODEC?
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Headset, wireless?:
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Agent greeting or pre-recorded messages
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Whisper announcement
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PC
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Desktop
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Laptop
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VDI
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Agent & Supervisor desktop (omnichannel?):
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Custom gadgets
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Screen pops
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Workflows
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Standard browser:
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SSO:
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Applications used to handle calls:
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Knowledge Management:
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## Routing & Automation
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Self Service
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IVR Persona?
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Branding?
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Style guides?
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Voice actors?
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DTMF
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Speech
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Speech recognition
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Text To Speech
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Natural Language Understanding
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Voice Biometrics
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Self service applications:
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ID & Validate
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Deflection
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Situational Offer (Outage/ Time of Day / Scheduled)
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API integration:
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CRM
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Intent Capture
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Intent prediction
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Offer push based on prediction/account attribute
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Virtual Agents
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Processes
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Agent Assist
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RPA
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Current challenges or desired capabilities
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Process management
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Desire to automate
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DevOps team?
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Digital Assistant Apps
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Alexa
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Google Assistant
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Siri
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## Routing & Automation
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Self Service
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IVR Persona?
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Branding?
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Style guides?
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Voice actors?
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DTMF
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Speech
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Speech recognition
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Text To Speech
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Natural Language Understanding
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Voice Biometrics
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Self service applications:
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ID & Validate
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Deflection
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Situational Offer (Outage/ Time of Day / Scheduled)
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API integration:
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CRM
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Intent Capture
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Intent prediction
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Offer push based on prediction/account attribute
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Agent Assist
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RPA
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Current challenges or desired capabilities
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Process management
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Desire to automate
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DevOps team?
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Digital Assistant Apps
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Alexa
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Google Assistant
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Siri
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Workforce Engagement
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May 6, 2025
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2:50 PM
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Call Recording/QM
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• How is call recording used?
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Compliance
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Screen capture
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Voice transcription
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Real time
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Desktop analytics
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Retention period
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Quality Management
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Do you have a quality team?
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Who do they report to?
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How many people work for the team?
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Scorecards
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Score method and metrics?
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How many assessments are conducted?
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Coaching
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Live Monitor
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• Locations with CR
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• Number of Named Agents:
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Workforce Engagement
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• What is your recruitment process?
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• What qualifications are required for the call center?
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• What is the average staff tenure?
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• What is the attrition rate?
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• What proportion of the staff leave for other positions in the company per annum?
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○ Are staff hired for the CC from other parts of the organization?
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• Do you measure agent & supervisor experience?
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○ How are they doing?
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○ What type of recognition program do you have in place?
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• Agent adherence measure?
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○ KPIs
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○ Gamification
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○ How long is a shift?
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○ What breaks are allocated
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○ What annualized utilization % do you calculate?
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• Forecasting & Scheduling
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○ Peak call volume days, time of month, year?
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○ Validate historical data
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○ How are calculations performed (algorithms used)
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○ WFM Interval (15/30 minutes)
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• Intraday/ Realtime adherence
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○ What happens when you are out of compliance, surprises happen?
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• Payroll Integration
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○ Payroll platform
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• Satisfaction with current tool(s)?
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○ Multiskilled agents
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○ FTE Calculations
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• Agent self-service?
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○ How are absences reported?
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○ Shift bids / swaps
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○ Performance metrics
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• Number of Named Agents:
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• Integration to 3rd party
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○ outsourcer / overflow:
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○ Payroll: ADP / Workday
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Training
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• Onboarding process
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○ How long is it?
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○ Training format?
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○ Assessment?
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eLearning
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QM Integration
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## Reporting & Insights
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Reporting
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• Real time
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• Historical
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• What are the key metrics that you report on?
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Data source integration
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Dashboards
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Wallboards
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Agent & Supervisor status
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Analytics & Insights
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Do you have an integrated view of customer details and contact history?
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CRM:
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Does your contact centre collect and use customer insight?
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Predictive engagement:
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What sort of data analysis do you perform?
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Do you have an analytics or business insights team?
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How many people?
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BI Platform:
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What executive level reporting do you perform?
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Marketing Team interlock
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