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Making the Case

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$375 November 10, 2016 @ 10:30 am - 12:00 pm

Making the Case: Business Case Development and Project Management

Thinking about recommending a new technology or service for your Contact Centre? How do you ensure that the Queue management software version upgrade is really needed in the first place, and how do you go about convincing senior management to budget the dollars? This session provides an overview of the business case development process that will help you objectively review the pros and cons of the project, develop a thorough financial analysis of the situation, and reach a sound, defensible decision. You’ll also learn the recommended steps of project management to ensure that your project is completed successfully and meets its objectives.

Students will learn to:

– Outline the reasons to create a business case and identify who should be involved in the process.

– List the twelve steps of a successful business case.

– Describe what a SWOT analysis is and how to use one in developing a business case.

– Identify the reasons most business cases fail and what can you do to prevent them.

– Outline the steps of project management that should be employed to ensure project success.


Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry.  As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.

Web Seminar Cost:  The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.


Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.


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