Which channels can customers use to reach you and what is their experience as they navigate between them?
Are your employees empowered to do what is necessary to solve your customers needs?
Are you prioritizing the right metrics and leveraging your tech stack to its maximum potential?
How aware is senior leadership of all the amazing work being done in your contact center?
Are your employees happy and fulfilled in their jobs and are you doing enough to make your center the best place to work?