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Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is

How to fill out contact center discovery exercise

How to fill out contact center discovery exercise

1. Begin by understanding the purpose of the contact center discovery exercise. It is important to have a clear objective in mind before starting.
2. Gather all the necessary information and documentation about the contact center. This may include details about the infrastructure, technology used, call flows, customer data, etc.
3. Identify the key stakeholders who will be involved in the discovery exercise. These may include representatives from different departments such as IT, operations, customer support, etc.
4. Conduct interviews or meetings with the stakeholders to understand their requirements, pain points, and expectations from the contact center.
5. Use data analysis techniques to uncover any patterns, trends, or issues in the current contact center setup. This could involve analyzing call recordings, customer feedback, performance metrics, etc.
6. Map out the customer journey to identify touchpoints and areas where improvements can be made. This will help in developing a comprehensive understanding of the customer experience.
7. Document all the findings and insights obtained during the discovery exercise. This may include creating reports, diagrams, or visual representations of the current contact center setup.
8. Analyze the findings and identify opportunities for improvement. This could involve suggesting changes to processes, technology, or training.
9. Present the findings and recommendations to the relevant stakeholders, highlighting the potential benefits and ROI of implementing the suggested improvements.
10. Collaborate with the stakeholders to develop an action plan for implementing the identified improvements. This may involve setting goals, assigning responsibilities, and defining timelines.
11. Continuously monitor and evaluate the impact of the implemented improvements to ensure they are delivering the desired results.
12. Regularly review and update the contact center discovery exercise to keep it aligned with evolving business needs and customer expectations.

Who needs contact center discovery exercise?

1. Organizations planning to set up a new contact center can benefit from a discovery exercise. It helps in understanding the requirements, infrastructure needs, and technology solutions required for an efficient contact center setup.
2. Companies looking to optimize their existing contact center operations can use a discovery exercise to identify pain points, bottlenecks, and areas for improvement. This can lead to enhanced customer satisfaction, reduced costs, and increased operational efficiency.
3. Businesses experiencing high call volumes or frequent customer complaints can benefit from a contact center discovery exercise. It allows them to identify the root causes of issues and implement solutions that address customer concerns effectively.
4. Organizations undergoing digital transformation initiatives can use a contact center discovery exercise to ensure their customer support function is aligned with the new technologies, channels, and customer expectations.
5. Contact center service providers can also benefit from conducting discovery exercises with their clients. It helps them understand the unique requirements of each client and tailor their solutions accordingly.

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What is contact center discovery exercise?

Contact center discovery exercise is a process of identifying and documenting all contact centers within an organization.

Who is required to file contact center discovery exercise?

All businesses with contact centers are required to file contact center discovery exercise.

How to fill out contact center discovery exercise?

Contact center discovery exercise can be filled out by providing information about the contact centers within the organization.

What is the purpose of contact center discovery exercise?

The purpose of contact center discovery exercise is to have a comprehensive understanding of the contact centers within the organization.

What information must be reported on contact center discovery exercise?

The contact center discovery exercise must report details such as location, size, and services offered by the contact centers.