The framework

Six pillars. Thirty-plus domains. ~617 weighted questions.

Every question maps to a pillar, a domain, a topic, a weighted score, and an audience — management, IT, analyst, or agent. It's the same taxonomy the big consulting firms use, unlocked for self-serve.

Connected framework

Every question connects to every other question.

The assessment isn't just a scorecard — it's a relational map. A gap in one pillar usually shows up as symptoms in two or three others. The heatmap shows you exactly where.

  • 6 pillars
  • 30+ domains
  • ~617 weighted questions
  • Audience-tagged
Pillar detail

What's inside each pillar

Pillar 01

Business Strategy

Where the contact center is going, and why.

92 weighted questions
Domains covered
  • CX Vision
  • Service Levels
  • Go-To-Market
  • Technology Strategy
  • Culture
Pillar 02

Operations Execution

How the work actually gets done day-to-day.

105 weighted questions
Domains covered
  • Routing
  • Back Office
  • Center Metrics
  • Workforce Management
  • Team Leads
  • Attrition
Pillar 03

Operations Excellence

Quality, SOPs, training, and the levers that drive consistency.

132 weighted questions
Domains covered
  • SOPs
  • Recruiting
  • Training
  • Quality Management
  • Knowledge Management
  • Coaching
  • Career Path
  • Leadership
Pillar 04

Channel Technology

The channels customers reach you through.

76 weighted questions
Domains covered
  • Omnichannel
  • White Glove
  • Self-Service
  • CTI / Telephony
  • Agent Desktop
Pillar 05

Enabling Technology

The supporting stack that lets agents do their best work.

100 weighted questions
Domains covered
  • CRM
  • Knowledge Base
  • CSAT
  • Quality Assurance
  • Workforce Optimization
  • Basic Reporting
Pillar 06

Disruptive Technology

What could transform the operation in the next 24 months.

112 weighted questions
Domains covered
  • Advanced IVR
  • RPA
  • Process Guidance
  • Advanced Analytics
  • Machine Learning
  • Bots & Assistants
  • Omnichannel Integration

Don't see your domain?

We add pillars and domains where there's real demand. Request yours — it takes 30 seconds.

Request a domain