9LGHR +RZWR7UDQVIRUP&RQWDFW &HQWHUVLQWR,QYHVWDEOH(QJLQHV Ү҃ƫʰʔʢɔȿdžʆ҃ʆdžȮŽʢȈɔɅʔǻȈɾҏ҃ɔɅƫdž҃ŽƫʄʰȈʆdžƷҏ҃Ȉʔ҃ŽɅ҃ȈɅƫʆdžƷȈƢȮdž҃ ɔɾɾɔʆʢʰɅȈʢˢҎ҃zɔ˖҃Ʒɔ҃ˢɔʰ҃ʢŽȥdž҃ŽƷˑŽɅʢŽǬdž҃ɔǪ҃ʢǻŽʢҕ҃†҃ʢǻȈɅȥ҃ ʢǻȈʔ҃Ȉʔ҃Ž҃ȿŽȞɔʆ҃ƫǻŽɅɅdžȮ҃Ǫɔʆ҃ˢɔʰ҃ʢɔ҃Ʒɔ҃ʔɔ҃ȈɅ҃Ž҃˖ɔʆȮƷ҃˖Ȉʢǻ҃Ž҃ Ȯɔʢ҃ɔǪ҃ƫɔȿɾdžʢȈʢȈɔɅҎү Ҟ҂8džŽɅ҂-˰ʰȿŽ
Dean Czuma - POV: Contact Centers as an Investable Value Engine" Page 6 Page 8