Contact Center Excellence 888-582-4548 / 920-427-2255 / www.lucilium.com / inquiry@lucilium.com Case Study Challenge A large catalog company had difficulty justifying projects and IT staff for a contact center technology investment. The financial return appeared obvious, but without hard numbers to support the investment, leadership was having difficulties funding enhancements, cross-functional expansion, and a staff of dedicated resources. Effort An accumulative strategy was introduced, comprising of compounding year after year returns. Considering the culture, accounting philosophies, and their business model, it was decided to focus efforts on hard returns while supplementing softer returns as support. A baseline was c

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