Buyers Guide to Creating a Business Case for a New Contact Centre

The essentials you need to plan in building your business case

Published October 2018

Guide_to_creating_a_business_case_for_a_new_contact_centre

Get it right, then a new contact centre will revolutionise your customer loyalty, business profitability, brand values and budgets, particularly if you are moving to the cloud. The critical requirement is that it fits your business and your stakeholder requirements.

This document covers the key considerations, most of which can be quantified in terms of business benefit and used to provide a return on investment measure. The least quantifiable but perhaps the most important, is the service provider you choose to help specify, design, deploy and maintain your system over the years to come. The advice and experience available from a good provider will avoid pitfalls, accelerate implementation and ensure your contact centre foundations are capable of supporting a system that will, undoubtedly, build over the years.