Chapter 2: Reviewing Stakeholder Objectives

Before you can start deploying your call center or even move on to the planning process costs phase, you will have to gather your stakeholders' objectives. Establishing what your call center contact flows will look like is an essential step in the planning process. By establishing a rough draft of what the overall call structure will look like, you will have a better idea of what additional AWS services you will use and where. This would be impossible without meeting with your stakeholders and learning about their needs. It's essential to establish this upfront as it helps you determine the costs of operating your call center. We will cover costs in depth in Chapter 4, Connect Costing. This chapter will focus on the conversations that need to be had with stakeholders and how to convert their objectives into contact flows.

We aren't going to stop there either. We are going to have to break some proverbial eggs to make our...