Many contact centre leaders understand the potential of emerging technologies—AI, automation, and omnichannel platforms—but struggle to justify the large-scale investment and risk required for transformation. This webinar demonstrates how to build a business case focused on a phased blueprint, linking technology and process improvements to self-funding milestones. We will guide you through the journey of transforming a traditional contact centre into a strategic value centre by identifying high-impact, tactical wins that build momentum. You will learn how to forecast the financial benefits of technology adoption and translate those projections into a roadmap of manageable investments that deliver tangible ROI. We will explore practical applications of expectation versus reality and highlight the strategies that bridge the gap between "buying tech" and "solving problems." You will come away equipped to justify investments confidently and demonstrate clear, realised value at every stage.
Webinar Discussion Points:
Identifying wheretechnology and process improvements create measurable, self-funding value.
Building a phased blueprintto move from high-risk investment to a roadmap of manageable wins.
Step-by-step guidance onforecasting benefits and building a case that convinces stakeholders.
Problem-centric innovation: Ensuring the approach to the challenge guides the technology choice.
Applying industry insights: Bridging the gap between expected and realised outcomes based on common transformation hurdles.
