You have a large network of contact centers delivering various support services to customers.  There are onshore, offshore, nearshore, in-house, and/or outsourced parts of the business.  There are many call types from sales to service, billing to tracking and more.  You have best-in-class practices and benchmarks.  You know that customers today compare their experience with you to their experience with other companies in all industries.  How do we know if there are opportunities to improve outcomes, performance and results?  How do we know that our benchmarks and best-practices are current?  How do we distinguish our customers' experience from the experience they have with other providers?  Why are we not getting the results that we projected or expected?