Extracting critical information

Many of the contact flows within Connect are necessary for operations and don't need a lot of customization. These are items such as callback, customer hold, and agent hold. There may be some minor tweaks to the messaging, but for the most part, these flows remain mostly unchanged. The brunt of your work in designing call flows will occur in the specialized call flows designed for your particular use case. It is from these contact flows that you will need to extract the experience from the stakeholder. By experience, I mean how the stakeholder expects the customer to progress through the system and end up where they need to be.

Since we are talking to the stakeholders, we will also want to cover some additional items that aren't directly related to the contact flows. I'm a firm believer in having fewer meetings rather than more. These days, I know it feels like I'm a dying breed, but I'm keeping up the good fight. While you...