Date: 29 January 2026, 12:30 PM – 1:30 PM GMT
Location: Virtual
UKCCF Webinar in Partnership with Route101 – From Cost to Value: Building a Business Case for the Modern Contact Centre
Many contact centre leaders understand the potential of emerging technologies—AI, automation, and omnichannel platforms—but struggle to justify the large-scale investment and risk required for transformation.
This webinar demonstrates how to build a business case focused on a phased blueprint, linking technology and process improvements to self-funding milestones.
They will guide you through the journey of transforming a traditional contact centre into a strategic value centre by identifying high-impact, tactical wins that build momentum.
You will learn how to forecast the financial benefits of technology adoption and translate those projections into a roadmap of manageable investments that deliver tangible ROI.
They will explore practical applications of expectation versus reality and highlight the strategies that bridge the gap between “buying tech” and “solving problems.” Attendees will leave equipped to justify investments confidently and demonstrate clear, realised value at every stage.
Discussion Points.
- Identifying where technology and process improvements create measurable, self-funding value.
- Building a phased blueprint to move from high-risk investment to a roadmap of manageable wins.
- Step-by-step guidance on forecasting benefits and building a case that convinces stakeholders.
- Problem-centric innovation: Ensuring the approach to the challenge guides the technology choice.
- Applying industry insights: Bridging the gap between expected and realised outcomes based on common transformation hurdles.
Author: Route101
Reviewed by: Robyn Coppell
Published On: 15th Jan 2026
Read more about - Call and Contact Centre Events, Route 101
