Finalize your business case from assignments 1, 2, and 3, by providing a complete business case report. The final report should have the following sections / content:
1. Executive summary
One page summary of the business case, recommended solution, your reasoning and expected benefits.
2. Recommendations
Using information from the case and your desired performance, recommend a new specialized contact centre for dealing with scenarios like your case.
Your recommendations must include the following (explain your reasoning for each item):
a. Functionality (Mandate, what does this centre do? For whom?) Explain the benefit of the new centre over the existing setup;
b. Customer access strategy including hours of operation, target service level and/or response time.
