Every good software selection process begins with a good business case. This allows organizations to understand the costs and benefits of the new system and can reassure the CFO that the expense is worth it. Even if the existing contact center software is on its last legs and it's obvious that a replacement is in order, developing a business case is still a worthwhile effort. It will yield project-related metrics that can be used to measure the financial effectiveness of the new software.
The best contact center software can yield benefits that will please even the most skeptical CFOs. These tangible benefits fall into several categories, including labor management and impact to agents and customers. Every organization is unique and not all of these will apply to their specific situation, but all these benefits should be considered when putting together a business case for implementing the best contact center software.
Estimating the tangible benefits of implementing world-class software is a worthwhile exercise. Contact centers should also calculate the actual benefits once the new system is in place.