In a recent series of articles with Contact Center Pipeline, I’ve focused on Contact Center Costs and the Role of Technology as well as strategies for calculating a Return on Investment (ROI) that might shake some funding loose for technology. As discussed in the second article, three common paths for business case development include: Efficiency… Read More »
We are frequently approached by contact center or IT leaders who want outside help with a project but first need to convince the “powers that be” to consider using a consultant. Some of the reasons they seek us out: Lack in-house expertise for the task at hand, often seeking some “best practices” insights or help… Read More »
Here’s the secret to success: Align the business strategy, the contact center operations strategy, and the contact center technology strategy to build credibility for technology project prioritization. The business strategy examines opportunities for increasing revenue and establishing operational advantages for superior efficiency and competitive advantage. The contact center operations strategy refers to the work required… Read More »
As we move toward Fall, it’s time to think about your annual capital budget requests. Don’t let another cycle go by where your “wishes” don’t come true. Here are five critical steps for gaining contact center project approval and funding. Step One: Choose the Right Projects Get clear on your corporation’s strategy and the role… Read More »