Is defining ROI a generic process or is it industry-dependent?
As a result of our vast experience in implementing contact centers worldwide and throughout different industries, we realized that defining ROI is a combination of generic and business specific benefits. While contact center generic benefits are already specified in the ROI assessment methodology and are usually applicable to most projects, each implementation will have its own business specific benefits that should be identified together with the customer. However, ROI is not the only reason for an organization to implement a customer-oriented interaction system. Organizations also seek customer satisfaction, customer retention, and customer service when choosing to implement customer interaction systems.
