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Business Initiatives Technology Initiatives
• Drive Revenue • Any Collaboration initiative
• New Service/product launches • Reduce Agent Attrition
• Improve Customer Retention • Simplify CC Operations
• Staff Satisfaction • Improve Agent Productivity
• Reduce Costs • Looking to Increase Reporting
• Customer Service Improvement • Expand Customer Contact
• Restructuring
• Rapid Growth/Expansion Channels
• Mergers & Acquisitions • Mobility/Teleworking Initiative
• Maintain/Improve Competitive • Started selling public cloud services
• Looking to change CC vendor
Positioning
(equipment EoL, vendor failed, etc)
