#DMG CONSULTING LLC 2013 CONTACT CENTER HOW TO#
Find out what the top goals are for both your company and business unit, and figure out how to tie both quantitative and qualitative benefits to those goals.Keep in mind that while senior executives are saying that one of their top goals is to provide an outstanding customer experience, few are willing to make investments to achieve this goal if the project does not also improve staff productivity, reduce costs, increase sales, or improve customer retention. First, you must convince your manager of the importance of the system or application.The simple answer is that you need to convince the powers that be – generally a chief financial officer (CFO) or investment committee – that the solution or application you want to buy will contribute to the success of your organization.
How do I build a business case to obtain approval for a technology investment?
In the next installments of our Q&A series, Fluss will cover opportunities to improve the performance of back offices and the critically important topic of what it takes to deliver great service and be a top service organization. The first question involves making a business case for a high-value technology investment. Intradiem invited Donna Fluss, President of DMG Consulting and a leading contact center and back-office operations and technology expert, to answer a few strategic questions for our readers.
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