• Review specific situation, challenges, goals and levers for change, e.g. desire to move from CAPEX to OPEX
• Identify potential issues with existing solution, e.g. ongoing maintenance costs
• Identify potential executive sponsors for change

Additional questions to ask:

• How many contacts are:
  
  • Received (incoming) by the contact center / customer services team per day?
  • Made (outgoing) by the contact center / customer services team per day?
  • How many contact center agents support these interactions?
• What are the key things your customers call in for?
• What metrics are you most focused on improving at this time?
• How effectively are your resources being utilized across:
  
  • Different contact centers / customer service locations?
  • Media types / communication channels?
  • Skill sets?
• Is your organization meeting compliance regulations for your business?
• What areas need improvement according to your customers?
• How do you approach up-selling/cross selling?
• Do you have budget available for customer experience management improvements? If yes, how much / for how long?
• Are alternative / competitive solutions being considered?