CX Operations Scan
Service
OVERVIEW
Your contact center isn’t just a cost center — it’s a powerful driver of customer experience, loyalty, and business outcomes. But if handle times are creeping up, service levels are slipping, or customers aren’t getting the resolutions they need, it’s a sign your contact center needs more than a quick fix.
Our CX Operations Scan is a comprehensive diagnostic of your contact center. We take a deep dive into every aspect of your operation — people, process, technology, and data — to uncover the root causes behind performance challenges. We don’t just point out problems. We deliver a clear, actionable roadmap that aligns your contact center with your organization’s strategic goals.
What it includes:
The CX Operations Scan evaluates the end-to-end ecosystem of your contact center, including:
People & Culture – org structure, leadership, staffing models, onboarding, training, coaching, and performance management.
Processes & Workflows – call handling practices, escalation paths, knowledge base use, quality monitoring, and customer resolution workflows.
Technology & Tools – telephony/CCaaS platforms, CRMs, workforce management systems, knowledge management, and integrations.
Data & Insights – KPIs, reporting dashboards, analytics maturity, and how data is used to drive decisions.
What Makes Us Different:
Real-World Experience – every consultant has been an agent, supervisor, or leader. We know the work, not just the theory.
Transparency in Action – all project plans and updates are managed in Wrike, giving you full visibility in real time.
Results Guarantee – if you implement our plan exactly and don’t see the projected results, we return a portion of your investment.
Proven & Practical – our recommendations are grounded in research, industry best practices, and past client results.
The Outcome:
By the end of the CX Operations Scan, you’ll have:
A clear picture of your contact center’s strengths and vulnerabilities.
A prioritized roadmap with tactical and strategic recommendations.
Executive-level insights that connect contact center performance to broader business goals.
A pathway to reduced costs, improved customer satisfaction, and higher employee engagement.
Tools & Partners
Contact Us!
info@ltmaconsulting.com
(305) 647-9004
10449 W 32nd Ln,
Miami, FL 33018