Reframing a contact-center cost problem around EBITDA and earnings per share, without discussing technology, led to a six-year contract in Randy's example. Listen
Randy says the customer had 14% revenue growth but 17% operating expense growth from consolidations. He says his message to the executive was three slides showing how to bring operating expense growth down to 11% and then to 8%, discussing EBITDA and earnings per share, and never talking about the technology. He says the approach led to a six-year contract with forecasted committed base utilization in minutes and a 20% premium on flex minutes over baseline.
“Revenue growth was 14%. Their operational expense growth was 17%.”
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From The Hidden Cost of False Velocity with Randy Riemersma.