Summary

We covered a lot of material in this chapter. But it's important to drive home how to gather the system's needs early in the planning process. It makes the whole endeavor significantly easier in the long run. There is nothing worse than having to come back later and re-work significant parts. The probing questions you have learned, and how they affect the contact flows and the deployments, will help you take a shortcut to a more refined system at launch. Finally, our discussion about reframing the conversation assisted you in taking the capabilities of your call center to the next level.

Now that we have a firm understanding of what the contact flows should contain, it's time to move on to sketching out your contact flows in Chapter 3, Sketching Your Contact Flows.