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DSC Tech Library
This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to contact centers and customer service help desks.
Building a Business Case for Contact Center IT Investment
Page 8
If it is appropriate, acknowledge that your
measures may not be perfect at the start. The
astute executive manager will focus less on
seeing strict measures this early in the
project’s life and instead want to see a model
for measurement improvement over time.
If you’re having trouble defining the appropriate
output- and service-level measures,
seek outside help. This is an area where
outside consulting can be quite effective.
BUSINESS CASE TIP #9
Use benchmarking to validate measurements.
One of the best ways to define to executive
management’s satisfaction how a project will
necessarily lead to improvements is via
contact center benchmarks. Benchmarking
against other companies or industry averages
is a great way to provide proof.
A good source of contact center industry
benchmarks is Jupiter Research (www.jupiterresearch.
com), a research firm that is better
known for its Internet-related research and
benchmarks. Beside research firms like
Jupiter, consulting firms and industry trade
organizations can also be a good source of
benchmarking data.
In general, benchmarking data is more accessible
and cheaper than ever before. Industry
benchmarks offer good external support for
your estimated benefits.
BUSINESS CASE TIP #10
Build scenarios.
Scenarios help you define the appropriate
path when there is more than one possible
way to meet the project’s objectives. They
also let you explore alternatives well before
you commit significant resources to any one
approach.
For example, if your objective is to increase
call center efficiency by delivering grouplevel
performance data to agents’ desktops,
the two scenarios might be to purchase an
external tool from a vendor that specializes in
this capability, or use your existing Intranet
infrastructure.
Using scenarios lets executive management
participate in the decision-making process.
Scenarios can also help you more easily
assess the business impact of a given path. In
any case, you will want to limit the number
of scenarios you explore and make sure that
there is broad consensus that the one you
choose are well-reasoned.
BUSINESS CASE TIP #11
Time-limit the planning effort.
A common failure we’ve seen with companies
building business cases for contact center
IT investment is “analysis paralysis.” Putting
enough detail into the business case to make
it sound is important. But, if you spend too
much time analyzing and documenting, you
can reach a point of no return.
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CRM Contact Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
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