Whitepaper: How good risk management and effective testing can improve service delivery and reduce project costs

Second in the series, Risk Factors and Project Delay in Contact Centre Solutions, this whitepaper analyzes the results from a survey conducted among UK enterprises by the Customer Experience Foundation and sponsored by Empirix. It provides a new understanding of the key risks and mitigation tactics involved in contact centre solution delivery.

As part of the study, we spoke to UK business, technical and project management staff at more than 100 private sector companies who had experience of contact centre technology projects worth over £500,000. The target group was the top 1,000 contact centre operators by number of seats in the UK – the companies we spoke to had anywhere between a few hundred and 15,000 seats. What is clear from this study is that the impact of delays is not only financial, but also affects the customer experience of the contact centre, the brand behind it and, ultimately, the overall success of the business.

This paper reviews the mechanics of risk and reflects the next stage of our journey with the data collected. In addition, it illustrates how various combinations of risks affect your potential costs. To download a copy, simply complete the brief form below and you will be provided with a PDF.