Shared Services have a tremendous opportunity to deliver efficiency and effectiveness improvements. Previous shared service models such as outsourcing allowed multiple organizations to utilize common services provided by a single organization. Now, a new generation of cloud-based contact center technologies such as CRM and enterprise communications are enabling a new generation of shared services.
Eventus contact center consulting experts have worked with multiple Fortune 500 class organizations on global shared service deployments of cloud-based CRM platforms. Based on our experience with these projects, we have created a whitepaper summarizing five key factors to consider before embarking on a modern CRM shared services initiative. These factors include: