Do I have to answer every question?

No. Required questions carry the score; optional ones add context. Answer what the stakeholders in the room can evidence, and flag the rest as follow-ups. Partial modules still score — the confidence indicator tells the reader how much to trust them.

In what order should I run the modules?

Run them in the order your stakeholders are available. The only sequence that matters is doing Setup (profile and goals) first, because every finding traces back to a goal.

What if the customer disagrees with a score?

Re-read the level definition together and score the evidence, not the intent. If you still differ, capture their position in Customer comments and use an override with a written rationale — both appear in the audit trail.

Is my work saved if I close the tab?

Yes. Every keystroke is written to this browser immediately and mirrored to your verified account, so you can resume on another device. Save a named version before any executive review.

Can more than one consultant work on the same assessment?

Yes — share the workspace from Team & Portfolio. Each contributor signs in with their own verified work email, and the audit trail records who captured each response.

How long does a full assessment take?

A typical enterprise assessment runs 3–5 weeks: one week of setup and document collection, two to three weeks of facilitated workshops, then a week of analysis, roadmap and readout.

Can I explore before using real customer data?

Yes. Load the sample enterprise from Customer workspaces to see a fully populated assessment, then delete it. Sample data is clearly badged everywhere it appears.

Contact Center 360™ · User guide

How to run a Contact Center 360 assessment

Everything a facilitator needs: the eight-step process from empty workspace to executive readout, how to run each of the 14 assessment domains, the scoring rules behind every number in the report, and the questions that come up mid-engagement.

Open the assessment workspace About the platform Ask us to facilitate it

How to run a Contact Center 360 assessment

Eight steps from an empty workspace to a board-ready readout. Work through them in order the first time; after that, jump to whatever the engagement needs.

1. Create the customer workspace
One workspace per customer assessment. Everything else hangs off it.
2 minutes
What you do
Open Setup → Customer workspaces and enter the customer or programme name.
Use one workspace per engagement — not per workshop — so all modules roll into one record.
Load the sample enterprise first if you want to see a fully populated assessment before starting your own.
Worked example
Name it the way the customer refers to the programme, e.g. "Northwind Bank — CX Modernisation 2026".
Who to involve
Assessment lead
2. Capture the customer profile
Establishes scope, scale and sponsorship so findings are read in context.
10–15 minutes
What you do
Fill in scale (agents, sites, annual volume), estate (CCaaS, CRM, key apps) and sponsorship.
Set the assessment start and target date — these drive the roadmap phasing.
Anything you don't know yet: leave blank and raise it as a follow-up instead of guessing.
Worked example
1,850 agents · 4 sites (US, Manila, Krakow) · 26M interactions/yr · 2 CCaaS platforms · Salesforce CRM · sponsor: COO.
Who to involve
Assessment lead + customer programme manager
3. Agree business goals and KPIs
Every finding must trace back to a goal the customer already owns.
20–30 minutes
What you do
Add 3–6 goals maximum. More than that and prioritisation becomes meaningless.
For each goal record the current KPI value and the target value with a date.
Name a business owner — not IT — for each goal.
Worked example
Goal: "Reduce cost per contact" · Driver: margin · Owner: VP Service Ops · Current: $6.40 → Target: $4.80 by Q4 2026.
Who to involve
Executive sponsor + operations leadership
4. Work through the assessment modules
Capture current state across all 14 domains with evidence, not opinion.
60–90 minutes per module
What you do
Run modules in the order the stakeholders are available — the engine does not require a sequence.
For each question: set the 1–5 maturity rating, write the current-state observation, then set your confidence.
Use + Finding / + Risk / + Evidence directly on a question so the traceability link is created for you.
Flag a follow-up whenever the answer needs a document or a person who isn't in the room.
Worked example
Question "How well governed is routing logic?" → rating 2 (Developing) · observation: "Routing owned by 1 admin, changes made in production without peer review; last documented flow map is 2023." · confidence: High · + Finding + Risk.
Who to involve
Domain SMEs from the customer, facilitated by a consultant
5. Run Workshop Mode live in the room
A projector-friendly, one-question-at-a-time view for facilitated sessions.
60–120 minutes per session
What you do
Filter to the stakeholder group in the room so you only ask questions they can answer.
Project the screen and capture answers as the conversation happens — every keystroke is saved.
Read the maturity level descriptions aloud; agreeing on the definition prevents re-scoring later.
Worked example
A 90-minute technology workshop: filter to Technology stakeholders, cover Infrastructure and CCaaS, capture 14 ratings and 5 findings without leaving the screen.
Who to involve
Facilitator + the stakeholder group for that domain
6. Validate scores, targets and gaps
Turns captured data into an agreed maturity baseline and target state.
Half a day offline
What you do
Review each calculated domain score; override it only when you can state why in one sentence.
Set the target maturity per domain — a realistic 12–24 month target, not a 5 everywhere.
Check Peer benchmarking to see where the customer sits against the industry reference set.
Work the Findings and Risk registers until every Critical and High item has an owner and impact.
Worked example
Analytics: calculated 2.1 → override 2.4 ("two analytics capabilities exist but are unused; capability is present, adoption is not") · target 4.0 · gap 1.6.
Who to involve
Assessment lead + consultants
7. Build the roadmap and value case
Sequences the gaps into phases and attaches a defensible value range.
2–4 hours
What you do
Review the auto-sequenced 3-phase roadmap; it respects dependencies (data and integration before AI).
Adjust the value-case levers (containment, AHT, attrition, quality coverage) to the customer's own numbers.
Keep every initiative traceable to a finding — anything unlinked will not survive executive scrutiny.
Worked example
Phase 1 (0–3 months): routing governance + estate documentation. Phase 2 (3–9): data model and knowledge. Phase 3 (9–18): agent assist and automated QA.
Who to involve
Assessment lead + solution architect
8. Export deliverables and save a version
Produces the board-ready pack and freezes the baseline you can reassess against.
15 minutes
What you do
Export the branded PDF report for the executive readout and the CSV/JSON backup for your own records.
Save a named version (V1, or a date) before the executive review — later edits then never overwrite the baseline.
Share the workspace with colleagues from Team & Portfolio if more than one consultant is contributing.
Worked example
Save "V1 — baseline (pre-readout)", present the PDF, then save "V2 — post-executive review" after feedback.
Who to involve
Assessment lead