How much is the integration ceiling costing you?
Transfers, app switching, and repeat contacts are usually upstream problems. Put a dollar figure on the leak.
Adjust assumptions
Total annual cost
$1.21M to $1.41M
Transfer cost$517.0K to $723.8K
Switching cost$263.2K
Repeat contact cost$427.7K
Enterprise integration typically recovers 40 to 60% of this: $483.2K to $848.8K a year. That is the business case your CIO has been asking for.
These are not contact center failures. They are enterprise integration failures that show up in contact center metrics. Your director cannot fix them alone; that is exactly why this number belongs in front of your CIO.
Assumes 5 to 7 minutes per transfer, 3.5 minutes per repeat contact, and $0.47 per blended minute, from The Right Order chapter 3.